Smollan is an international retail solutions company delivering growth for clients across five continents by covering every aspect of how a Brand is managed at the point of sale. With extensive industry experience, an exceptional human platform and sophisticated systems, Smollan has provided consistent excellence in operational execution to retailers and man...
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Effective administration|Classify all calls into the correct category of AS400 Capture all the data relevant to each complaint on relevant systems: Batch details Complaint description Personal details Maintain record of all correspondence between the relevant stakeholders Record resolution of the complaint/query .
Customer handling|Deal with all queries relating to: Product information Availability Complaints Provide feedback (within 48hrs) to customers from the client pertaining to queries referred to the client from the call centre Build relationships with customers by promoting the brand and its products: Create awareness of competitions Offer useful product suggestions Recommend recipes Market Promotions Ensure call quality: Answer promptly(3rd ring) Use hold procedure effectively Listen carefully Question to confirm Pronounce words clearly/no via’s End calls with a positive and friendly tone .
Client service|Provide feedback to clients pertaining to manufacturing and or stock holding problems (complaints) reported by consumers Follow instructions from the client on how to address the complaint or answer the escalated enquiry. Ensure excellent customer service on behalf of the client .
Effective teamwork and self-management|Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained Demonstrate consistent application of internal procedures Plan and prioritise, demonstrating abilities to manage competing demands Demonstrate ability to anticipate and manage change Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs Manage own career development by staying abreast of any technical and industry changes .
Requirements
Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential (Training provided)||Essential / Minimum||
Grade 12 on the job training (In-house) Sound administrative skills Excellent telephone manner
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