Job DescriptionMain PurposeThe Call Centre Agent will play a vital role in receiving inbound calls and responding to customer complaints.
This role involves contacting current and potential customers from the formal or informal trade by telephone to solicit sales orders and attend to customer queries and complaints.Key ResponsibilitiesExcellent customer service: 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, and business writing.Communication & Stakeholder 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 procedures (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: Train in 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 orders.Teamwork: Work 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.Qualification RequirementsEducation: Matric Certificate.
Relevant sales qualification will be advantageous.Experience Requirements1-2 years of previous working experience dealing with customers.1-2 years of work experience in an FMCG environment.1-2 years of exposure to the Call Centre/Telesales.1-2 years of previous experience working on Excel.Key OutputsKnowledge: Basic call centre SOPs knowledge is desirable; understanding of FMCG Manufacturing basic GP 2010 is desirable.Skills: Proficient in written communication, problem-solving, numerical ability, organizational understanding, and proactive thinking.
#J-18808-Ljbffr