Guinness South Africa Jobs: Customer Service

Reports to: Customer Liaison Manager

Location: Elandsfontein

Level:6

Key Dimensions

·          Average call frequency:

·          Minimum 150 outgoing calls per week

·          Minimum 250 incoming calls per week

 

Key Outputs

Commercial success:

·          Maintain and develop business with existing customers.

·          Identify opportunities for developing our business

Achieve set targets by:

·          Use of Successful Sales Though Service techniques

·          Correct steps of the call

·          Planning customer calls, setting specific objectives.

·          Identifying and resolving customer service issues.

·          Brand promotion through accurate and updated product knowledge.

·          Utilisation of deals and other tools

CRM:

§          Contact all customers as per daily activity schedule

·          Ensure a single point of contact for customers – be able to handle all aspects of the call / query.

·          Maintain an accurate database

·          Check stock and take action to resolve any out of stock situation

§          Deliver proposals using the agreed persuasive selling process

Reports

·          Daily reports to be extracted and managed via SAP

·          Daily/Weekly and Monthly report submissions to Customer Service Coordinators

Relationships

·          Customer base

·          Order to Cash Team

·          Commercial Teams

·          Supply Chain

 

Qualifications

·          Minimum matric school leaving certificate

 

Key Skills

Analytical, Good communicator, Selling skills

Negotiating skills, Planning and scheduling

Time management and effective admin

Influencing skills

Constructively challenges processes, peers and Management

Objective setting, PC-skills

Using own initiative, Problem solving

Interpersonal skills i.e. assertiveness, excellent telephone skills, good self-esteem and ability to deal with difficult customers and conflict, especially over cultural barriers.

Customer focused and demanding of high standards of service.

Able to remain closely in touch with day today issues (and deal with detail).

Sets high standards for themselves

Appropriate language skills

Ability to work and succeed under pressure.

A team player

Monitor performance against objectives

Lives the Brandhouse values

An energetic self-starter – minimal supervision

Commercially Astute:

Understands implications of actions on the business, and has consumer insight.

Demonstrates Integrity:

Honest in opinions, takes Responsibility and acts to values.

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