October 26, 2017
CALL CENTRE AGENT
| Job Title | Call Centre Agent – Isando |
| Company | Field Marketing |
| Site | Field Marketing |
| Location – Country | South Africa |
| Location – Province | Gauteng |
| Location – Town / City | Isando |
| Job Type | Permanent |
| Company Profile | AVI Field Marketing is a shared services business unit within AVI. Field Marketing focuses on sales and merchandising for the beverages, snacking and cosmetic business units to provide greater focus and to achieve an improved execution at store level. Field Marketing has its very own National Call Centre to support the Field Marketing team. |
| Duties & Responsibilities | Answer incoming calls from customers to take orders, answer enquiries and questions, handle complaints, troubleshoot problems and provide information Use your strong customer orientation and excellent telephone etiquette as the instrument to succeed in this demanding call centre environment 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 Customer and sales management Receive inbound telephonic customer orders in a proficient manner, on time, accurately and within set parameters ensuring orders are captured live. Capture all orders from internal Customers on receipt. Communicate unresolved customer problems to Call Centre Supervisor providing details and action taken. Respond to customer enquiries and provide first call resolution. Process orders via the Electronic data interface. Ad hoc duties as and when required Administration and control Ensure daily activity and incompletion are actioned timeously. Endure to standard operating processes of the call centre. Assist in training of new staff members to the required standard operating procedures of the call centre Report master data inaccuracies to Call Centre Supervisor & AR Generate return orders on Sap for all requested uplifts and ensure authorization Check & action activity reports twice a day Provide data and reports as and when required Assess viability and obtain authorization prior to processing special deliveries Order Management Check all order details to ensure 100% correctness of order capturing as per the order verification process Check for outstanding orders Customer account details Customer order number Product codes & quantities Price Deals Update and confirm delivery date and details(address) Ensure any discrepancies are followed up with rep or customer prior to order capture Ensure minimum order value/quantity is adhered to Ensure all customer/order queries, are appropriately resolved and communicated Ensure all orders are correctly routed and that all special requests for delivery or collection are actioned as per Depot procedure Forward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when account is on hold Establish and maintain contacts within depots to ensure service requirements are met |
| Competencies | Remain composed and resilient Deliver customer service Communicate Clearly Govern and follow rules Flexible and open to change |
| Experience Required | 2 years call centre experience inbound and outbound essential FMCG industry experience advantageous |
| Minimum Qualifications Required | Completed Matric essential |
| Knowledge Required | Computer literate – MS Office Knowledge of SAP |
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