We Go Places! How about you?
Immediate Superior: CIC Team Leader Location: Cape Town Function: Digital & Technology Sub Function: Digital & Technology - Other Support Type of Contract: Permanent Reference Number: 122069 Closing Date: 03/10/2024
The CIC Consultant is responsible for delivering exceptional customer service by performing inbound / outbound calls to customers, executing campaigns, handling product- and customer account inquiries, managing customer expectations and service levels with customers. This role relates to the planning, delivery and composition of orders and ultimately closing sales (i.e., take & record orders).
You will also be relied on to increase sales revenue through executing up-selling and cross-selling campaigns. You will continuously build an improved understanding of the customers' business, competitive landscape and operational requirements and how to match that to Heineken Beverage product portfolio to offer a recommended basket of products (the 'Picture of Success').
Key Responsibilities:
Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls.
Prevent late orders by placing them accurately and timeously.
Confirm all orders with customers to ensure validity and accuracy, before submission.
Correct incomplete orders, check all EDI orders and release / rejecting or escalating queries where required to the appropriate department.
Perform sales activities, customer inquiry management, product, promotion awareness, and customer relationship management to consistently meet or exceed weekly and monthly sales goals.
Assist customer with order make-up using the past orders.
Promote products to customers:
Introduce & promote new products & packaging.
Inform customers of discontinued products & packaging.
Inform customers of out-of-stock products & suggest alternatives.
Inform customers of products on promotional cycle or sell-out lists.
Introduce & promote empty returns to customers.
Encourage the sale of full cases & pallets (where applicable), offering alternatives to single/ by unit product requirements.
Responsible for the maintenance and update of customer files and records:
Ensure that information on the customer's product portfolio is kept up to date and their records are accurate from a contact and product delivery perspective.
Ensure all customer queries are dealt with timeously and efficiently, being a 'single point of contact' and 'first point of resolution.'
Handling customer queries via effective Case Management.
Co-ordinate with appropriate departments to ensure customer queries are solved within SLA.
Complete sales and/or returns activities in salesforce in order to ensure visibility and reporting.
Follow-up with customers regarding all queries lodged and assess satisfaction.
Ask for assistance to resolve the customer query immediately, preferably without the need to pass it to another consultant / department.
Escalate concerns to the appropriate stakeholders.
Take responsibility for own development and contribute to team effectiveness:
Develop effective manager and peer working relations.
Take responsibility of own performance goals and personal growth.
Manage your career (Objective setting Scorecard, PDP are in place).
Drive own development to ensure knowledge and skills remain current.
Qualification and Experience:
Minimum of Matric qualification.
A minimum of 2 years' experience in telesales, customer service or call centre environment.
Salesforce experience advantageous.
Understanding of call centre operating models, performance requirements and reporting.
Previous experience with order taking in a call centre environment.
Good telephonic communication skills & etiquette and the ability to use telephone-based selling approaches to meet targets.
Good relationship and rapport building skills with the ability to maintain professional working relationships with customers and internal stakeholders.
Ability to multi-task, take orders and answer inquiries while completing other assigned tasks.
Attention to detail & ability to ensure orders are captured accurately and that customer follow-ups happen timeously.
Able to grasp concepts quickly in the customer relationship system as it relates to aspects:
Maintenance of customer contact details.
Capturing order details, performing and responding to customers- and order inquiries.
Able to use the customer relationship system to suggest new or different products to offer the customer.
Display a willingness to learn from others and ask for assistance and guidance when needed.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.
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