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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