Job Description

Why do we need you?

Engagement Management

- Inspire customer confidence through timely, reliable & professional communication with customers about their order life cycle phase thus improving and maintaining On-Time-In-Full (OTIF) and Customer Service Index (CSI).

Order Management

- Deliver service initiatives and manage all phases of a customer order lifecycle to ensure successful OTI process whilst ensuring attention to detail is maintained when processing customer orders.

Problem Solving

- Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value.

Customer Centricity

- Meet or exceed customer expectations by going above & beyond in delivering the highest quality service and always demonstrating an appropriate sense of urgency & an attitude of agility.

Commercial

Orientation

- Help protect the core value of the relationship with customers through identifying opportunities to help grow the business. Contribute to implementing the departmental strategy as set by the Departmental Manager.

Influence -

Represent the voice of the customer by recognizing and pro-actively communicating customer feedback to relevant stakeholders.

Operational Functions

- Provide operational support to the customers under your management, for all issues related to any internal challenges.

Is this job for you?

This role requires an individual with Matric and they must have a Qualification in Business Administration and/or Sales and Marketing. The ideal candidate must at least have 3-5 years demonstrable experience in a call centre environment or working in customer service dept with a customer base of repeat orders and interactions. Fast paced, interactive and diverse environment requiring discipline in all customer engagement and individual behaviour. Agility and attention to detail when processing orders and communication with customers and internal stakeholders.

To make sure nothing is forgotten

To deliver world class service to customers by ensuring that the OTI process, quotations and general enquiries for customers are attended to and resolved in a timeous manner whilst also completing other administrative functions, to a high level of detail and accuracy, to improve overall customer service.



Job Reference: SOA00422