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Job Description
The Call Centre Agent will play a vital role in being a strategic link in our customers’ communication processes, committed to exceeding their expectations by managing customer information and processing of orders received from various sources.
- Excellent customer: Always maintain relations and have a professional attitude. Ensure excellent and professional customer service – first call resolution including effective soft skills, telephone and e-mail etiquette but not limited to business writing.
- Communication & stakeholders Engagement: Assist other departments as needed on order specifications, additional needs, or special requirements.
- Capturing of information: Ensure accurate capturing of information received from various sources on the relevant systems daily.
- Operating guidelines: Obtain 100% on all call by adhering to operating guidelines and standard procedure (quality, accuracy & behavior)
- Maintenance functions: Perform regular daily order schedule maintenance functions such as customer sales order hold removal and obtaining official authorization numbers from various buying groups.
- Verification Process: Responsible for order entry and verification against customer order.
- Teamwork: Working with the rest of the team to ensure the entire order processing function is running efficiently.
- Call Allocation: Ensure that all incoming calls are answered within the allocated timeframe as per standard processes.
Qualification Requirements
- Education: Matric Certificate. Relevant sales qualification will be advantageous.
Experience Requirements
Essential:
- 1-2 years of previous working experience dealing with customers.
- 1-2 years years of work experience in an FMCG environment
- Desirable: 1-2 years exposure to the Call Centre/Telesales.
- 1-2 years of previous experience working on excel.
Key Outputs
- Knowledge: Basic call centre SOP’s knowledge Desirable, understanding of FMCG Manufacturing basic GP 2010-
- Skills: Proficient in Communication-written, Problem-solving, Numerical ability. Organizational Understanding and Proactive thinking.