SABMiller\u2019s history is one of exceptional growth and returns to
\nshareholders. With our global footprint of over 70,000 employees, strong portfolio of brands and spread of operations
\nacross developed and developing markets, SABMiller is well placed to continually improve on this growth.<\/p>\n
<\/p>\n
Key Purpose Statement<\/strong><\/p>\n To support the drive to increase brand equity, sales volumes, market share and corporate reputation by providing Competence Requirements<\/strong><\/p>\n Criminal and credit check (clear ITC) <\/p>\n Output and Accountabilities<\/strong><\/p>\n Order\/Sales Responsibilities <\/p>\n General Responsibilities<\/strong> <\/p>\n
\ntelephonic support to customers through the establishment of good customer relations and by marketing the company
\nproducts and services to meet customer requirements. Ensure prompt resolution of queries so that customer service
\nlevels can be maximised and the business can achieve sustainable competitiveness and act as the link between
\ncustomers and depot functions.<\/p>\n
\n2 years Customer Service and\/ or Sales experience
\nMatric certificate (mandatory)
\nContact Centre certificate (or relevant tertiary qualification or diploma or working towards one (advantageous)
\nGood typing skills, data capturing ability
\nAdministration skills
\nComputer literacy (MS Office)
\nSAP CRM experience (advantageous)
\nFluent in English and another official South African language
\npreferably Afrikaans, isiZulu, seSotho
\nGeneral understanding of the NCA
\nValid driver\u00e2\u20ac\u2122s license (advantageous)
\nExcellent customer interaction skills
\nExcellent telephone skills and etiquette
\nCustomer focused attitude
\nAbility to reason and problem solve
\nGood clear communication skills
\nExcellent listening skills
\nDisplays helpful and friendly attitude
\nBuilds and maintains a professional working relationship with all
\ncustomers (including internal customers) at all times.
\nDisplays customer empathy and understanding
\nOrganising and planning skillsAbility to operate under pressure
\nSelf motivator and self starter
\nAbility to work in a team
\nWillingness to work during weekends.
\nPersuasiveness and selling ability.
\nStrong achievement orientation
\nSelf management practices understood and applied<\/p>\n
\nResponsible for the completion of all documented basic call handling processes.
\nRespond to (Interactive Voice Response – IVR) customer calls by answering timeously, identifying the customer through
\nthe customer ID and verification and confirming their details.
\nTake accountability for taking orders and processing the data to ensure that action is taken on the order.
\nIdentify customer emails through system or manual identification.
\nEnsure cross-sell and up-sell opportunities are capitalised upon
\nDevelops and maintains professional relationships with customers and ensure that customers expectations have been\u00a0met
\nIntroduce customers to new product offerings
\nAttend to customer\u00e2\u20ac\u2122s order query by determining the order status and attending to the type of request: order change,
\nload prioritisation, delivery change, delivery time change, ETA, credit blocked, out of stock, dispatched, out of delivery
\nday, planned order or unplanned order
\nQuery Handling Responsibilities
\nAttend to the customer’s query in an efficient and professional manner through determining the reason for the call and if it
\nis a new or existing query.
\nProvide customers with right first time fulfilment of products\/services including timeous resolution of queries or escalation
\nto the appropriate department. (First call resolution).
\nAt the point of warm transfer, ensure that the escalated contact agent or customer credit representative is aware of and
\nunderstands the history of the contact thereby ensuring that the transfer is accurate and complete.
\nAttend to various customer queries including licensing (Beer), pricing, attributes, general account queries, special events,
\nsales, sponsorship, delivery, master data, asset and equipment, packaging and installation queries.
\nCapture all customer queries; attend to query or determine appropriate escalation mechanism\/depot\/role and create a
\nservice ticket if necessary.
\nCredit Query Handling Responsibilities
\nAttend to customer’s credit query regarding balance enquiries or statement requests or log the call and transfer to credit
\n(specialist) tier.
\nProvide customer account management services, including providing answers to account related questions.
\nCustomer Feedback Responsibilities
\nAccountable for keeping customers up to date and owning resolution of issues within the limits of the systems and tools
\nprovided.
\nProvide relevant and timeous feedback to the customer by preparing the required information, communicating through the
\npreferred method and asking if further assistance is required.
\nProvide the customer with feedback when the query has been resolved and during the query resolution process if
\nnecessary.<\/p>\n
\nAttempt to retain customers that indicate an intention to start using competitor brands; utilise escalation if necessary
\nRepresent and deliver on the company brand values during every customer interaction.
\nResponsible for educating the customer in the use of the company products and services to reduce propensity to call andto direct customers to self service where appropriate.
\nKeep abreast of all product developments and new product releases.
\nInternal Business Accountabilities
\nManagement of individual career development and training in conjunction with the Team Leader.
\nAccountable for meeting required First Contact Resolution targets.
\nAccountable for achieving targets and KPI\u00e2\u20ac\u2122s set at an individual level.
\nAccountable for feeding back improvement suggestions e.g. to knowledge base, process, training, metrics, etc.<\/p>\n