Purpose of the Job:
To provide excellent professional services in dealing with our customers, ensuring that queries are resolved efficiently and effectively. To interact with customers to provide and process information in response to inquiries, concerns and requests about products and services within the Service Centre SLA.
Main Responsibilities:
Customer Service & Sales
Ensure all clients are welcomed in a professional manner
Ensure that Service Centre environment is conducive to driving sales and offering outstanding service
Maintain and update relevant policies and procedures within the store
Build and maintain relationships with customers
Ensure a professional image is portrayed during all interactions with customers
Ensure all orders, forms, applications and requests are processed without delay
Ensure all requests and unresolved issues are directed to the designated resource without delay
Ensure accurate management of customers’ accounts
Ensure a detailed audit trail of all customer interactions and transactions are easily accessible
Ensure a detailed record is maintained of all inquiries, comments and complaints and actions taken.
Ensure effective administration management
Effectively communicate and coordinate with internal departments
Ensure prompt response to customer inquiries with attention to detail and accuracy
Complaint Resolution
Obtain and evaluate all relevant information to handle inquiries and complaints
Ensure customer verifications are performed continuously and any discrepancies are raised immediately to management
Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution within the shortest timeframe. Ensure that a good level of understanding and knowledge of Cell C’s products and services are maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately
Be willing to listen to and support colleagues and team members with professional problems, devoting time to impart expertise, infusing confidence and expressing positive expectations regarding the team’s and Service Centre’s performance
Stock
Ensure that stock forecasts are submitted weekly as per agreed upon time frames
Manage sales order capture process daily to ensure turnaround times is adhered to as well as orders are captured accurately
Check that daily cash up report reflects no cash variances
Ensure all transactions processed within the day are correct and are in a balanced position
Finance
Ensure all documents are filed with 100% accuracy and can be accessed with ease and is audit compliant
Administration and Report Generation
Submit weekly and monthly report to Manager
Submit any other ad-hoc reports on request
Health and Safety Compliance
Conform and adhere to Safety, Health and Environmental legislative requirements
Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative
Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment
Attend the Safety, Health and Environmental workshops as required by management
Perform any other related duties as requested by Management
Minimum Qualification
Matric + NQF 5 – Certificate / internal workshops and proven on-line self-help courses, gaining knowledge in the Customer Service, Sales Industry
Experience
6 – 24 months experience in sales, retail or service environment
ICT Product knowledge would be advantageous
Ability to increase sales
Knowledge of relevant computer application
Apply via company website ( N / A ) or
cellc.simplify.hr