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CUSTOMER SERVICE COORDINATOR - 363995
CUSTOMER SERVICE COORDINATOR
FMCG / Retail / Wholesale
Wage / Salary:
R - Market Related - P/M (Per Month)
Johannesburg West, Gauteng
Our client based in Johannesburg is looking for a Customer Service Coordinator to provide an exceptional level of service to assist the customers in understanding the Company’s products and identify solutions to fit their needs, whilst continuing to achieve customer satisfaction levels.
Duties & Responsibilities
Relevant Tertiary Qualification (beneficial) and / or relevant experience
At least 3 years’ experience within Customer Care/ Sales/ Brand Ambassador environment
Experience with data, complaint and/or order capturing systems (Syspro, etc.)
Excellent communication and interpersonal skills including patience
Analytical skills (Information processing)
Excellent written, verbal and presentation skills
Excellent organizational and follow-up skills
Systems monitoring and record keeping
Teamwork and motivation of team members
Ability to show resilience and a flexible approach
Ability to build effective relationships with customers
Competent in problem solving (problem analysis), planning and decision making
Conflict management, conflict resolution and change management skills and abilities
Computer knowledge (Microsoft Office and outlook packages and Syspro)
Legislative knowledge (Consumer Protection Act)
Attain full product knowledge in order to be able to advise customers and deal with complaints
Answer all incoming customer calls and respond to Customer emails in a professional and efficient manner
Offer a variety of product related solutions to Customers
Develop strong relationships with Customers and demonstrate value adding to their business
Conduct follow up calls on a daily basis to Customers.
Work with and support our Professional Services Group, helping to support Customers and opportunities.
Ensure that all complaints are captured, reported and handled.
Miscellaneous administration tasks.
Comply with all Company procedures and policies including OH&S.
Proactively contribute to the on-going development of departmental processes and policies.
Ensure that Customers are highly regarded and receive exceptional service whilst lodging complaints with the Company, remain in communication and ensure continues feedback with regards to the progress of the complaint
Ensure that Customers understand procedures for warrantees and guarantees.
Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities.
Ensure all member feedback is recorded to support the Companies continuous improvement culture.
Ensure that where appropriate all Customer interactions include a review and update of personal details.
Ensure all daily transaction requirements, administrative tasks and other duties are carried out in accordance with current Company and legislative practices and procedures.
Maintain an awareness of the timeliness of resolving Customer queries.
Actively participate in on-going product, system and sales training.
Participate in the QC Department and reporting for route cause analysis
Additional duties/roles and responsibilities may be added as this is a new role within the Department