About the job
Purpose:

• The purpose is to manage the daily controls and outcomes based for success of the Contact Centre, by providing unique customer service in line with SA logistics objectives. This includes execution of budgeted/planned targets(quantity, cost, quality and time), to follow on and progress in efficiency and productivity year on year within performance and measured Customer Satisfaction.

Minimum Requirements:

• Grade 12 qualification
• 1-3 years’ experience in Contact Centre
• 1-3 years client service experience

Skills Required:

• Sound business acumen
• Computer literate (i.e. Outlook and Excel) 
• Ability to be effective and selling products and services
• Ability to analyze problems, make correct judgments/decision and think strategically
• Ability to take initiative and display persistence
• Interpersonal and sound written and verbal communication skills
• Ability to build relationships with internal and external stakeholders
• Sound planning, organizing skills

Job Summary:

• Minimize lost sales and wasteful delivery expenditure by capturing orders accurately and within set time frames on SAP and online system
• Efficient and accurate order placement using all available channels (Email, CIM and Inbound calls) while ensuring excellent customer service by reducing call waiting time and dropped calls
• Develop an effective working relationship with managers, colleagues and the sales team
• Build good relationships with customers, ensure the customers are valued and receive effective courteous response with every interaction
• Understand and live the company vision and values
• Take responsibility to agree on and review personal performance goals and achievement thereof
• Implement a development plan for own effectiveness and personal growth
• Willing to do any reasonable task and be multi-skilled
• Share and implement new ideas regarding work and improve effectiveness