Customer Service Representative
2 days ago
A well-established Company within the Electronics industry is looking for a Confident, articulate, and professional Customer Service Representative.
- Grade 12
- Business Administration Qualification
- 5 years’ experience in internal sales and customer service
- Loading, managing, and updating customer purchase orders
- Cost summary reports
- Managing Customer communication (queries, deliveries, priorities etc.)
- Quotes
- Costing repeat jobs
- Saving customer data on server and managing revisions
- Assisting loading BOM’s on Syspro
- Customer status reports
- Daily costing reports and mitigation and resolving queries
- Allocation & creation of master stock assembly codes
- Checking for and loading excess orders
- Material costing for repeat harnessing orders once kits are cleared
- Request for credit and provide finance with supporting evidence for credit
- Investigating customer returns and providing quality with the relevant information (batch number, order qty, reason for returns)
- Assisting in updating Syspro BOMs and Syspro picklist
- Internal queries
- Request for orders and customer follow ups (quotes etc.)
- Computer literate - intermediate to advance Excel, PowerPoint, Word, Outlook, Syspro advantageous
- High-level computer skills to enhance support work and interaction with the customers and Factory
- Customer Service Skills
- Customer orientation and ability to adapt/respond to different types of characters
- Working with project schedules and supply chains
- Providing finance with monthly reports and any other reporting as and when requested
- **Skills & Abilities**:
- Motivated, enthusiastic, self-driven and dedicated
- Excellent time management skills: attention to detail and the ability to learn quickly.
- Confident, articulate, and professional communication skills
- Ability to handle multiple tasks with competing priorities and work well under pressure with a sense of both urgency and thoroughness
- Willingness to overtime when required
- Professional, positive, and energetic attitude; excellent interpersonal skills
- Strong verbal and written skills and ability to provide audit trails
- **KPI’s**:
- Average Response Time: Measure the time your customers are on hold
- Average Resolution Time: Monitor the time it takes to solve an issue
- Cost Per Resolution: Track the costs of solving issues
- Customer Churn: Ensure your customers keep doing business with you
- Number of Issues: Monitor the number and nature of issues over time
- Customer Satisfaction: Get insights on what your clients' think about you
- Net Promoter Score: Evaluate the power of your referrals
- Customer Effort Score: Get valuable feedback on the customer experience
- Customer Retention: Evaluate how many customers are coming back
- Net Retention Rate: Calculate how much business growth you generate
- Service Level: See if you deliver the services as you committed to
- MRR Growth Rate: always Keep an eye on your recurring revenue
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