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Customer Service Representative

2 months ago

Sandton, South Africa Premier Full time
Main Responsibilities

The Customer Service Representative will play a vital role in receiving inbound calls and responding to customer complaints. To contact current and potential customers from the formal or informal trade by telephone to solicit sales orders. Attend to customer queries and complaints.

Key Performance Indicators
  • Excellent customer relations: Always maintain relations and have a professional attitude. Ensure excellent and professional customer service - first call resolution including effective soft skills, telephone and e-mail etiquette but not limited to business writing and bulk buying sale.
  • Communication & stakeholders Engagement: Assist other departments as needed on order specifications, additional needs, or special requirements.
  • Capturing of information: Ensure accurate capturing of information received from various sources on the relevant systems daily.
  • Operating guidelines: Obtain 100% on all calls by adhering to operating guidelines and standard procedure (quality, accuracy & behavior)
  • Maintenance functions: Perform regular daily order schedule maintenance functions such as customer sales order hold removal and obtaining official authorization numbers from various buying groups.
  • Cross training: Into other areas of the departments including HPC and Milling respectively but not limited to free stock orders.
  • Verification Process: Responsible for order entry and verification against customer order.
  • Teamwork: Working with the rest of the team to ensure the entire order processing function is running efficiently
  • Call Allocation: Ensure that all incoming calls are answered within the allocated timeframe as per standard processes