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.<\/p>\n
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Minimum Requirements…<\/strong><\/p>\n Education and Experience<\/p>\n Matric essential <\/p>\n Competencies:<\/strong><\/p>\n Deliver Customer Service <\/p>\n Job Specification…<\/strong> Use your strong customer orientation and excellent telephone etiquette as the instrument to succeed in this demanding call centre environment.<\/p>\n 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<\/p>\n <\/p>\n Customer and sales management<\/strong><\/p>\n Receive inbound telephonic customer orders in a proficient manner, on time, accurately and within set parameters ensuring orders are captured live. <\/p>\n Administration and control<\/strong><\/p>\n Ensure daily activity and incompletion are actioned timeously. <\/p>\n Order Management<\/strong><\/p>\n Check all order details to ensure 100% correctness of order capturing as per the order verification process <\/p>\n
\nSAP Knowledge advantageous
\nProficient in MS Office
\nMinimum of 2 years call centre experience inbound and outbound essential
\nFMCG industry experience advantageous<\/p>\n
\nWork with Others
\nGovernance and rule following
\nRemain Composed and Resilient
\nFlexible and open to change
\nCommunicate Clearly<\/p>\n
\nAn 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.<\/p>\n
\nCapture all orders from internal Customers on receipt.
\nCommunicate unresolved customer problems to Call Centre Supervisor providing details and action taken.
\nRespond to customer enquiries and provide first call resolution.
\nProcess orders via the Electronic data interface.
\nAd hoc duties as and when required<\/p>\n
\nEndure to standard operating processes of the call center.
\nAssist in training of new staff members to the required standard operating procedures of the call center
\nReport master data inaccuracies to Call Centre Supervisor & AR
\nGenerate return orders on Sap for all requested uplifts and ensure authorization
\nCheck & action activity reports twice a day
\nProvide data and reports as and when required
\nAssess viability and obtain authorization prior to processing special deliveries<\/p>\n
\nCheck for outstanding orders
\nCustomer account details
\nCustomer order number
\nProduct codes & quantities
\nPrice
\nDeals
\nUpdate and confirm delivery date
\nDelivery details(address)
\nEnsure any discrepancies are followed up with rep or customer prior to order capture
\nEnsure minimum order value\/quantity is adhered to
\nEnsure all customer\/order queries, are appropriately resolved and communicated
\nEnsure all orders are correctly routed and that all special requests for delivery or collection are actioned as per Depot procedure
\nForward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when account is on hold
\nEstablish and maintain contacts within depots to ensure service requirements are met.<\/p>\n