The Youth Employment Service (Y.E.S) programme in South Africa aims to address youth unemployment by providing young people between the ages of 18 - 35 years with opportunities to gain work experience, skills development, and employment.
We would like to invite you to apply for the Customer Service Consultant Y.E.S Programme position that will be based in our Springs Offices.
A position within the Y.E.S Programme at Saint-Gobain offers you an opportunity to gain skills and work experience for a period of 12 months. There is a monthly stipend of R6,000 per month and a travelling allowance of R500 which is offered to the successful candidate.
We require someone to carry out the tasks listed below:
- Engagement Management - Inspire customer confidence through timely, reliable & professional communication. Maintain a cadence of communicating with customers about their order life cycle phase by managing all customer enquiries namely inbound calls, emails and other correspondence in accordance thus improving and maintaining On Time In Full (OTIF) and Customer Service Index (CSI).
- Order Management - Lead and 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 and enquiries, in order to eliminate errors, and escalate when required.
- Problem Solving - Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value. Initiates changes to orders as and where required, and enables decision making to act with the total picture.
- Passion - Meet or exceed customer expectations by going above & beyond in delivering the highest quality service and demonstrating an appropriate sense of urgency & an attitude of agility when resolving customer issues to ensure effective resolution by providing the correct information.
- Commercial Orientation - Help protect the core value of the relationship with customers by identifying opportunities beyond standard orders & communicate to sales teams to help them grow the business.
- Effectively integrate, motivate and build relationships with cross-functional team members, sponsors, key stakeholders, executives and other individuals within the organization by liaising at all times with and finding opportunities to collaborate as a team to reach targets set, thus developing and maintaining a professional relationships that fosters exceptional customer service.
- 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 trends to relevant stakeholders in order to contribute valuable input and ideas into initiatives and subsequently promote these initiatives.
- Operational Support - Provide operational support for the customers under your management, for all issues related to any internal challenges by actively demonstrating and applying knowledge and good practice of resources, policies, procedures and tools to provide accurate and timely response to customers.
- All such duties and/or activities assigned by management as and when required.
Is this job for you?
The ideal candidate needs to deliver a world-class service to customers by ensuring that the OTI process, quotations and general enquiries for domestic and cross-border customers are attended to and resolved in a timeous manner whilst also completing other administrative functions, such as liaising with freight forwarders and other stakeholders, to a high level of detail and accuracy, in order to improve customer service. The candidate must have a National Senior Certificate with a qualification in Business Administration. The candidate should possess interpersonal, administrative, and people management skills. Computer literacy in Microsoft Office is required in this role and SAP experience will be mandatory.
To make sure nothing is forgotten
The ideal candidate should have a qualification in Business Administration and/or Sales and Marketing with at least 1-2 years demonstrable experience in a call centre environment or working in a customer service department with a customer base of repeat orders and interactions. The individual should be computer literate – specifically ERP system SAP, QlikView, & MS Office & Call Centre Telephony systems. Have the ability to navigate multiple computer systems and platforms (multitasking). Fluent in English language both written and verbal communication. Excellent attention to detail, business communication skills (e.g., Telephone Etiquette, business language), with great planning and organisational skills to ensure workload is managed effectively. A complete customer-centric mindset is a must.
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