Call Centre Consultant at AVI Limited

Job Specification:

Key Performance Areas:

• Answer phones professionally
• Respond to customer enquiries and provide first call resolution
• Research required information using available resources
• Handle and resolve customer complaints
• Provide customers with product and service information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Telephonic Sales experience in an FMCG environment

Telesales:

• Responsible for total territory management by ensuring Customer call cycles contact details are correctly loaded
• Advice customers of related price increases, relevant promotions and specials
• Capture customer orders accurately in a proficient manner
• Promote and Sell full range of products
• Communicate out of stock products to customers
• Communicate out of stock & stock requirements to the correct channels internally
• Escalate unresolved queries to Manager, providing details and actions taken
• Be knowledgeable of distribution operational procedures and policies
• Target Achievement
• Monitor service level report daily
• Monitor orders vs stock availability & manage demand correctly
• Monitor call lists vs strike rate on a daily basis
• Use deals provided by Key accounts to sell
• Manage process of sell in prior to price increases
• Address all pricing and delivery issues
• Sell in new lines and increase the basket

Minimum Requirements:

• Matric essential
• SAP knowledge essential
• Proficient in MS Office
• Minimum of 5 years call centre experience inbound and outbound essential
• FMCG industry experience essential
• Call Centre Sales experience essential

Competencies:

• Deliver Customer Service
• Work with Others
• Governance and rule following
• Remain Composed and Resilient
• Flexible and open to change
• Communicate Clearly