Customer Care Agent - Sales Operations Department - Field Sales Department - Gauteng at Diplomat Distributors

Diplomat South Africa is looking to fill the role of an Customer Care Agent in the Sales Operations - Field Sales Department, based in Johannesburg, Gauteng. This position will report to the Call Centre Manager.

Key Responsibilities:
To ensure that the customer care centre operates in a manner that supports the customer service excellence objective.
This role will be responsible to control and monitor the close out of customer complaints in an effective manner and to implement preventative measures not to repeat same errors:

• Analyse customer complaints and perform trouble shooting to resolve issues.
• Administer the distribution of data to relevant parties to effectively address customer issues.
• Raise awareness amongst customers and employees about the customer care centre and the role it fulfil.
• Maintain the customer data base and assist with technical support.
• Train and assist staff to refer and utilise the customer care centre effectively.
• Collect and analyse information about complaints and pass on to relevant person to resolve. Close out the complaint on the system.
• Compile monthly reports and verify information before submission.
• Review policies and procedures annually and ensure relevance.
• Present training to employees to educate them about the function.
• Stay abreast of developments in Customer care centres through effective networking.
• Assist drivers with possible returns and strive to prevent the return by communicating with the customer, responsible sales representative and area/ regional sales manager.
• Take responsibility for self-development through self-study, identification of learning opportunities.

Position Requirements:

• Completed matric or equivalent, accredited by SAQA OR equivalent work experience.
• 3 - 5 years experience in Customer Service / Sales environment preferably within the FMCG environment.
• Good working knowledge of computer programs such as Microsoft Outlook, Word, Excel, PowerPoint and SAP.
• Excellent attention to detail and follow-up skills.
• Must be customer service orientated.
• Strong telephone etiquette skills.
• Ability to build and maintain good relationships.