Customer Relationship Officer

Summary:
To build relationships with large customers, large businesses and bulk buyers and oversee their orders from initiation to completion of sale.

FUNCTIONS / RESPONSIBILITIES:

Assist Customers

Greet the customer in a friendly tone of voice.

Introduce yourself to the customer.

Be polite, helpful and courteous at all times.

Know your store.

Know your products.

Listen carefully to the customer's needs & requirements

Ask open ended questions to find out all the information required.

Satisfy the customer's query and requirements

Find out what else you can help the customer with.

End off in a polite and friendly way.

Deal with queries

Listen carefully to the customer's request/complaint

Ask open ended questions to find out all the information required.

Satisfy the customer's query.

If you cannot satisfy he customer - find someone who can.

If necessary, take down the customer's details and the detail sof the query.

Find out what else you can help the customer with.

End off in a polite and friendly way.

Deal with complaints

Respond to the customer with empathy.

Apologize and thank the customer for telling us.

Tell the customer how the problem will be fixed.

Make sure that the customer is satisfied with the solution that you are offering.

If necessary, take down the customer's detail and the details of the complaint.

End off in a polite and friendly way.

Keep your customer informed. Follow up with customers telephonically to tell them how the investigation is progressing and of the result of their complaint.

Prepare for the call beforehand to remain focused during the conversation
.

Ask clearly and politely for the person you want to speak to.

Greet the person and identify yourself giving your name, company & department.

Explain clearly hat has been done regarding the complaint.

Verify that the customer is satisfied with the result.

End the call by telling the customer that you look forward to seeing him in Makro soon.

If many customers are returning a particular item of stock - inform the buyer.

Deal with complaints

Use an up to date and detailed map of store location and surrounding areas

Write down names of businesses when driving around target area

Use telephone directories and yellow pages to source customers in target market

Follow up on referrals

Take the names of businesses and businessmen and run them through the store system to see if they are already cardholders

Identify competition by using a map of the area

Conduct price surveys on competitors

Get involved in community events

Survey target market

Phone the potential customer and set up a meeting to see him where required

Cold calling may be required however always be prepared with sales material& brochures

Teamwork and Self-Management

Follow through ensure that personal quality and productivity standards are

consistently and accurately maintained

Demonstrate consistent application of group and company procedures and policies

Plan and priorities, demonstrating abilities to manage competing demands

Demonstrate abilities to anticipate and manage change

Work with the broader core and site HR teams to support the overall HR strategy

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position

Diploma in Sales / Marketing

2 – 3 years' experience

Competencies& Skills:

Live the values

Judgment

Customer/Member Cantered

Planning & Improvement

Influence and Communicate

Adaptability

Culture, Diversity & Inclusion

Functiona
l

Communication Skills

Strong Administration Skills

Planning, Organizing and Control

Knowledge of Store process

Manage and Motivate staff member

The position requires trust and honesty and that the handling of cash and/of finances, which include but is not limited to, the handling, administering, processing and distribution of the Company's monetary resources such as its stock in trade or merchandise

"Employment Equity Policy Requirements may be applicable"

If you don`t hear from us within14 days please consider your application unsuccessful.

Please take note
that by responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Holdings Limited and all its subsidiaries and all affiliated companies ("Massmart"), to process your personal information in order for Massmart to consider your application for this position.

All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, where after it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. To read more about our privacy policy and how we process of our information, please visit