Customer Relationship Consultant

**About Company**

At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. We provide a distribution footprint across all income groups with a point-of-sale network of approximately 150 000 devices. 85% of our income comes from merchants in the informal sector.

**Job purpose**

The Customer Relationship Consultants aim to build and maintain existing relationships as a retention strategy, develop and promote the Company and its various offerings, and market any new developments to existing and potential clients.

**Responsibilities**

**Customer Service**
- Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times
- Deal with the most complex and valuable issues

**Customer Relationship Development / Prospecting**
- Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships
- Act as the first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response

**Customer Needs Clarification**
- Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation

**Customer Relationship Management (CRM) Data**
- Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate

**Work Scheduling and Allocation**
- Assign short-term work schedules to a team of subordinates to achieve expectations while following established timelines

**Document Preparation**
- Also responsible for gathering and summarizing data for special reports

**Sales Opportunities Creation**
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers

**Sell Customer Propositions**
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale

**Operational Compliance**
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards
- Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure

**Personal Capability Building**
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

**Behavioural Competencies**
- Communicates Effectively
- Customer Focus
- Ensures Accountability
- Plans and Aligns
- Interpersonal Savvy
- Being Resilient
- Manages Complexity
- Collaborates
- Tech Savvy
- Situational Adaptability
- Manages Conflict

**Skills**
- Verbal Communication
- Sales Planning and Coordination
- Account/Client Management
- Action Planning
- Planning and Organizing
- Data Collection and Analysis
- Commercial Acumen
- Customer System Operation
- Customer Service Delivery
- Customer and Market Analysis
- Numerical Skills
- Data Control
- Computer Skills

**Education**
- Matric

**Experience**
- Experienced practitioner able to work unsupervised (13 months to 3 years)