Customer Service Representative at Proctor and Allan (EA) Ltd

Key Responsibilities:

Customer Relationship Management

• Efficient Complaints Handling; Track and maintain records for all the complaints received.
  Give feedback in writing to customers for all the complaints raised;
• Analyse the complaints on a monthly basis and identify long-term solutions.
• Ensure clear communication when talking with the customers;

Efficient Order Processing

• Include processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork;
• Maintain proper records for all orders received;
• Speed of invoicing

Assisting in Sales

• Confer with customers by telephone or in person in order to provide information about products and services;
• Selling the company’s products provide product or service information to assist customers in making a decision about a product to buy; help generate sales leads.
• Efficient telesales

Market Returns

• Efficient Returns Handling Procedure;
• Ensure that the returns procedure is adhered to at all times – approvals should be considered before bringing back the products.
• Handling Problems –customer inquiries & complaints in accordance with the company’s guidelines and policies;  send customers their replacement products or reverse erroneous fees.

Education

• Education qualifications required: For acceptable performance the position requires a Diploma in Sales & Marketing, Customer Service or related.
• Clean & Valid Driving licence (Classes B,C,E); Pass AA Driving Assessment Test

Work Experience

• At least 3 years of experience in an FMCG environment and customer service department

Others competencies

• Good interpersonal skills
• Coordinating and organizing ability
• Active listening and attention to detail
• Analytical skills
• Negotiating Skills
• Excellent selling skills
• Assertive
• Solution oriented