Primary Customer Care Agent - Portfolio Management

An opportunity exists within our Customer Care Centre for a Customer Care Centre Consultant.
Duties & Responsibilities Preferred & backup agents for Top Customers in East Africa. Be the single point of contact for all customers Monitoring of backorder reports, and working with Supply Chain to ensure customer CLO is achieved Drive uptake and adoption of digitization objectives with Internal & External customers. Support the sales manager, channel manager and sales team and customers on the online self-service tools, to improve our digital adoption and reduce our self-service cases. Make sure that service levels are achieved on cases and calls per day. Provide customers with accurate information with regards to orders and information on the system. To make recommendations on available alternative products Record and analyze customer queries and requirements. Receive Inbound telephonic customer calls Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters Provide quotations on Schneider Electric products Provide generalist and technical support both internally and externally Establish and maintain contacts within the Distribution center to ensure service requirements are met Be the interface between front office and Channel Sales Team Order Management Check all order details to ensure 100% correctness of order capturing as per the order verification process. Ensure any discrepancies are followed up with sales or customer. Ensure all orders are correctly routed and the specials requests for delivery or collection are actioned as per the distribution center procedures Forward credit held orders to finance department and sales account managers, ensuring where possible orders are released before the delivery run Qualifications Minimum Qualification & Requirements Ability to read, write and speak fluently in English MS Office SAP working experience is mandatory Order processing experience is required BFO knowledge Bachelor's Degree or Post-Secondary Certificate in Business Administration or Customer Services, with 1-2 years of work experience Key Competencies Communication Customer Satisfaction Team Player Ability to work in pressurized environment Good communication skills Goal Orientated Excellent problem-solving abilities Time management skills Schedule: Full-time
Req: 008UPW
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