Job Description

Contact person for this position:
Ronel Bakker
Website:
Job identification
My client in the Engineering Suppliers industry is looking for a Customer Service Clerk to join their team in Killarney Gardens. Your main responsibility will be to assist customers by handling inquiries, processing orders, and resolving issues to ensure a positive customer experience
Responsibilities (not limited to)
Customer experience management

• Respond promptly to customer inquiries via phone, email, or chat.
• Provide accurate information about products and policies.
• Resolve customer complaints in the stipulated timeframe (A, B, & C customers) and escalate issues to the Customer Service Manager when necessary.
• Assist in handling technical data sheets or other customer technical requirements.
• Conduct follow-ups with customers to ensure satisfaction and address any outstanding concerns.
• Maintain a professional and courteous demeanour in all customer interactions.

Operational efficiency

• Process orders, returns, and exchanges while ensuring accuracy and compliance with company policies.
• Maintain detailed records of customer interactions and transactions in the system.
• Coordinate with relevant departments to ensure timely processing and delivery of urgent orders.
• Generate customer quotes and efficiently source relevant products to meet their needs.
• Assist customers with account inquiries and update records as necessary.
• Ensure all service-level agreements (SLAs) are met efficiently.

Performance monitoring and reporting

• Track and log customer inquiries and resolutions for reporting purposes.
• Provide input on recurring customer issues to help improve service delivery.
• Support the Customer Service Manager in generating reports on customer complaints and feedback.

Cross functional collaboration

• Work closely with the sales team to enhance customer experience.
• Communicate customer insights to relevant departments for product improvements.
• Collaborate with Stores, Sales, Procurement and Front Office to ensure smooth order fulfilment.

Team support and development

• Participate in training programs to enhance customer service skills.
• Provide feedback on standard operating procedures (SOPs) for continuous improvement.
• Support team members in handling high customer service volumes when required.

Knowledge, skills and experience

• Matric/Grade 12 (NQF 4) is essential
• 1 - 2 years of experience customer service role in a wholesale and retail industry is preferred
• Proficient in CRM software and other customer service tools

Behavioral Competencies/Personal characteristics

• Ability to work under pressure and meet deadlines
• Excellent verbal and written communication skills
• Ability to handle customer concerns professionally and empathically
• Excellent organisational and interpersonal skills
• Ability to multitask and work in a fast-paced environment

Salary
Market related
Job Features Job Category Engineering
Salary Market related
Commencement date ASAP
Location Killarney Gardens, Cape Town
Contact type Permanent
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