Posted on :
31 Mar, 2014
31 Mar, 2014
We are very proud of the history, present innovation and future prospects associated with each of our brands and businesses, and our engagement with social investment, sustainability, transformation and environmental practices; all indicative of the ethics and governance at the heart of AVI.
Education and Experience
SAP Knowledge advantageous
Proficient in MS Office
Minimum of 2 years call centre experience inbound and outbound essential
FMCG industry experience advantageous
Deliver Customer Service
Work with Others
Governance and rule following
Remain Composed and Resilient
Flexible and open to change
An exciting opportunity therefore exists for a Call Centre Agent based at Isando DC. Answer incoming calls from customers to take orders, answer enquiries and questions, handle complaints, troubleshoot problems and provide information.
Use your strong customer orientation and excellent telephone etiquette as the instrument to succeed in this demanding call centre environment.
Facilitate order capture and query resolution of customer while ensuring the effective End-to-End Order-to-Cash process in order to maximize service to customers, while providing relevant information relating to all issues that impact on the maintenance of sound customer relations and the achievement of the agreed targets and customer service levels
Customer and sales management
Receive inbound telephonic customer orders in a proficient manner, on time, accurately and within set parameters ensuring orders are captured live.
Capture all orders from internal Customers on receipt.
Communicate unresolved customer problems to Call Centre Supervisor providing details and action taken.
Respond to customer enquiries and provide first call resolution.
Process orders via the Electronic data interface.
Ad hoc duties as and when required
Administration and control
Ensure daily activity and incompletion are actioned timeously.
Endure to standard operating processes of the call center.
Assist in training of new staff members to the required standard operating procedures of the call center
Report master data inaccuracies to Call Centre Supervisor & AR
Generate return orders on Sap for all requested uplifts and ensure authorization
Check & action activity reports twice a day
Provide data and reports as and when required
Assess viability and obtain authorization prior to processing special deliveries
Check all order details to ensure 100% correctness of order capturing as per the order verification process
Check for outstanding orders
Customer account details
Customer order number
Product codes & quantities
Update and confirm delivery date
Ensure any discrepancies are followed up with rep or customer prior to order capture
Ensure minimum order value/quantity is adhered to
Ensure all customer/order queries, are appropriately resolved and communicated
Ensure all orders are correctly routed and that all special requests for delivery or collection are actioned as per Depot procedure
Forward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when account is on hold
Establish and maintain contacts within depots to ensure service requirements are met.
How to Apply
Closing date: 2014-04-03