Business Development Agent (Sandton) at AB InBev

The key purpose of the role is to support the drive to increase brand equity, sales volumes, market share and corporate reputation by providing telephonic support to customers through the establishment of good customer relations and by marketing the company products & services to meet customer requirements. Ensure prompt resolution of complaints and prompt resolution of queries so that customer service levels can be maximized and the business can achieve sustainable competitiveness and act as the link between customers & depot functions.

Order/Sales Responsibilities

• Responsible for the completion of basic call handling processes.
• Respond to customer calls by answering timeously, identifying the customer through the customer ID and follow the customer verification process and confirm all relevant details.
• Responsible for order management including processing of customer orders
• Develops and maintains professional relationships with customers and ensure that customers expectations have been met
• Introduce customers to new product offerings
• Attend to customer’s order queries such as order change, load prioritisation, delivery change, delivery time change, ETA, credit blocked, out of stock, dispatched, out of delivery day, planned order or unplanned order

Query Handling Responsibilities

• Attend to the customer's query in an efficient and professional manner.
• Provide customers with right first time fulfilment of products/services including timeous resolution of queries or escalation to the appropriate department. (First call resolution).
• Attend to various customer queries including licensing (Beer), pricing, attributes, general account queries, special events, sales, sponsorship, delivery, master data, asset and equipment, packaging and installation queries.

Credit Query Handling Responsibilities

• Attend to customer's credit query regarding balance enquiries or statement requests or log the call and transfer to credit (specialist) tier.
• Provide customer account management services, including providing answers to account related questions.
• Educate customers on the visibility of info on the Bees App

Customer Feedback Responsibilities

• Accountable for keeping customers up to date and owning resolution of issues within the limits of the systems and tools provided.
• Provide relevant and timeous feedback to the customer by preparing the required information, communicating through the preferred method.
• Provide the customer with feedback when the query has been resolved and during the query resolution process if necessary.

Internal Business Accountabilities

• Management of individual career development and training in conjunction with the Team Leader.
• Accountable for meeting required First Contact Resolution target
• Accountable for achieving targets and KPI’s set at an individual level.
• Accountable for feeding back improvement suggestions e.g. to knowledge base, process, training, metrics, etc.

Minimum Requirements:

Experience:

• Criminal and credit check (clear ITC)
• 2 years customer service experience
• Matric certificate (mandatory)
• Sales or Marketing Degree/Diploma will be advantageous
• Call centre certificate (or relevant tertiary qualification or diploma)
• Call centre experience advantageous  
• Computer literacy (MS Office)
• SAP experience (advantageous)
• Fluent in English and at least one other ethnic South African language
• General understanding of the NCA

Ability to:

• Reason and problem solve
• Display helpful and friendly attitude
• Build and maintain professional working relationship with customers.
• Display customer empathy and understanding
• To work in a team
• Apply persuasiveness and selling ability.
• To operate under pressure
• Have a great customer focused attitude

Attributes:

• Excellent customer interaction skills
• Excellent telephone skills and etiquette
• Good clear communication skills
• Excellent listening skills
• Organising and planning skills