Job Description

We are looking for a contact centre agent to act as a liaison between our client, within the tyre industry, and its internal and external current and potential customers. In this position you will accept ownership for concluding quote and invoice sales transactions, effectively resolve customer issues, complaints and inquiries; keep customer satisfaction at the core of every decision and behaviour.Financial Responsibilities:To complete transactions and interactions accurately and in line with SOP so that there are no financial losses to the client

• To incur zero damages to Company equipment due to negligence or carelessness

• To transact in line with SOP accurately so that financial risk to the Company is minimized and there are no financial losses

Customer Responsibilities:To monitor customer interactions across multiple channels and share information to the Sales & Service Centre Manager so that mandated service levels standards (SLAs with SOP) are maintained in order for the market share objectives of the Sales department to be achieved.

• Handle inbound customer interactions within prescribed turnaround times

• Handle outbound customer interactions (on request) within prescribed turnaround times

• Follow communication "scripts" when handling different topics

• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives as per standard operating procedures

• Identify and escalate priority issues as per escalation procedure

• Update existing customer information on CRM as per standard operating procedures

• Keep records of all conversations in our Sales & Service centre database in a comprehensible way

Operational Responsibilities:

• Adhere to standards and guidelines, recommending improved procedures

• Meet personal/team qualitative and quantitative targets as set out in performance scorecard

• Build sustainable relationships and engage customers by going the extra mile

• Follow-up with outstanding operations on a daily basis to ensure case resolution and departmental compliance.

1. Be available to sell to and service our Customers

• Log onto the OMNI in line with time and attendance requirements

• Log onto Mitel in line with time and attendance requirements

• Manage breaks in line with policy

2. Transact in line with SOP

• Quote and invoice in line with SOP based on each customer request

• Ensure that any updates to the SOP are timeously read and implemented
• Question with Sales & Service Centre Management if required

3. Follow up on Open Cases

• Every 15 minutes, check open cases on Agents name and follow up where required

• At the end of every day, check open cases and ensure all are actioned correctly

4. Outbound cases completed on request

• Conclude outbound cases upon request from Management

• Record notes pertaining to the call on comment field

5. Report and Escalate

• Immediately flag suspicious transactions

• Immediately flag transactions with breach SOP

• Immediately flag irate customers or breakdowns in positive service delivery experiences for our customers

• Report on Consultant and rep escalations in line with SOP

• Immediately escalate faulty equipment that impedes the Consultant ability to successfully complete transactions

Learn & Grow Responsibilities:1. Self Development

• Update job knowledge by studying new product descriptions; participating in internal and external educational opportunities as per Personal Improvement Plan

• Actively participate in the ongoing Learning and Development Initiative by use of internal resources provided ie Bookboon.

2. Housekeeping

• Ensure that the client's professional corporate image is maintained

• Ensure that professionalism in appearance and conduct is maintained, be properly equipped with the correct tools to do the job of a Sales & Service Centre agent

• Participate in ad hoc projects

• Monitor and ensure that work areas are neat and conducive to efficient workflow

• Escalate any health and safety risks

RequirementsDecision Making Criteria:

• Operate within set standard operating processes

Technical Competencies/Knowledge:

• Intermediate Microsoft Office skills

• A natural aptitude for mathematics and statistics

• Attention to detail

• Basic reading comprehension skills

• Problem solving skills

• Excellent written and verbal communication skills and business acumen

• Customer-centric attitude

• Back office and billing systems knowledge

• Conflict resolution

• Willingness to adapt to an ever-changing environment

• Copes well under pressure

• Good time keeping

• Telephone etiquette

Qualifications/Experience:

• Matric / Senior Certificate

• Sales & Service Centre experience of 12 months advantageous

• Tyre Industry experience of 12 months advantageous

• Retail experience of 6 months advantageous

• Salesforce experience advantageous

• Sage Evolution experience advantageous

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