Overview
To assist customers doing direct purchases from the company with "cash" sales. Taking face to face orders from the customer, and processing same, for immediate receipt by customer. Dealing and answering inquiries and questions, handle complaints, troubleshoot problems and provide relevant information. Provide current and new clients with differentiated product solutions telephonically. Actively identify new opportunities with existing and new Customers. The Contact Centre Operator is to seek and engage customers to increased profit contribution and business growth.
Qualifications
Matric
Tertiary Qualification in Chemistry and/or Marketing will be advantageous
Computer Literacy and knowledge of AX or similar ERP System will be advantageous
Experience
2 to 5 years in Customer Service Centre environment
Computer Literacy and knowledge of AX or similar ERP System
Previous internal sales experience will be advantageous
13 months to 3 years work experience in a Call Centre environment
Duties
Effectively implement price increases
Ensure profit margins are maintained
Effective interaction with Logistics, Finance, Suppliers, etc.
Monitor stocks and inform Product Managers of potential stock shortages
Establish an understanding of systems and procedures as well as identifying improvements on these.
Any Adhoc duties as might be required within the department
Logging onto the call centre when required
Managing the Direct group e-mail when required
Processing of telephonic and e-mailed orders
Assisting with routine and cycle count stock takes
Accept all orders and ensure that they are processed and receipted by customer on the day. Handling payments by customers
Payments made by form of EFT/credit card/ debit card. Keep customers informed and updated on the status of their orders
Gain local market intelligence. Liaise with existing clients, daily as well as grow the client base (Cold calling). Communicate price changes to customers
Business growth across customer base
Support key stakeholders in the business to retain and grow the customer base
Ensure the ownership of Protea Chemicals customers is continuously improved
Partake in the communications between customers and internal customers
Identify new opportunities with existing and new customers.
Proactively source information from industry to gain an understanding of the processes and products
Ensure profit margin levels are maintained
Customer experience: Ensuring agreed OTIF targets are achieved. Ensuring the customer response to queries; NC's and quotes are within the agreed target time frames
Supporting internal customers achieving their targets
Efficiency and profitability improvements form part of the operations team to improve Customer experience and customer profitability
Support efficiency and improvement plans through continuously seeking opportunities.
The successful candidate shall be required to perform any other reasonable tasks/services from time to time as required by the business.
Job Competencies
Strong communication and interpersonal skills
Attention to detail and Conflict Management
Customer service orientation and Resilience
Adaptability and Innovation Management
Teamwork and Drive for Results
Strategic Agility and Analytical Skills
Problem solving skills and ability to handle pressure
Planning and organising
Sales and Marketing knowledge
Interpersonal relations and assertiveness
Written and verbal communication
Consequential thinking and Tenacity
Decision-making and negotiation skills
Environmental scanning in relation to client markets and Sales in the region. Self-confident Service excellence orientation
Socially confident influencing and persuasiveness
General
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