Job Description

Responsibilities:Customer Liaison

• Screen and attend to customer queries and complaints from various sources such as the Montego website, social platforms, online, verbal, or written queries.
• Escalate or refer unresolved matters to the relevant person.
• Identify customer feedback trends, such as social media comments, in collaboration with the Marketing Officer (Social Media) and provide feedback to the Communications Manager.
• Build and maintain positive relationships with all customers, retailers, and sales consultants to ensure happy and loyal customers.

Record Keeping and Reporting

• Capture all relevant details and keep SafeFood 360 up to date.
• Report customer service-related trends to the management team within agreed time frames.
• Report customer service-related trends to the Quality Assurance and HACCP Team to identify potential brand risks.
• Complete all administration pertaining to the sending out of samples and/or hampers and follow up to ensure they are delivered on time.

Feedback and Follow-up

• Follow up with customers to ensure queries or complaints have been satisfactorily resolved.
• Follow up with the Accounts Payable and Accounts Receivable Clerks to ensure the timely processing of refunds or payments.
• Communicate the outcome of laboratory results to customers.

Corporate Social Investment (CSI)

• Assist with the coordination and monitoring of pet food CSI donations.

• Certificate of Diploma in Communication, Public Relations or related field (NQF Level 6)
• 2 years experience in client liaison or customer service preferably in an FMCG environment
• Proficient in MS Office
• Fluent in both English and Afrikaans
• Knowledge of Customer Service Standards
• Institutional knowledge for referral purposes
• Understanding of different products
• Understanding of Quality Checks and Management

Montego Pet Nutrition