Customer Care Facilitator at RCL Foods

Purpose of the role: 

• To ensure that all customer queries and complaints are resolved and logged with the Call Centre, as per customer protocols and customer SLAs and to assist customers and call centre agents with special arrangements or orders and deliveries. Being the superuser and back up coverage across the team.

Minimum Requirements    

• NQF Level 6 
• Grade 12 

Duties & Responsibilities    
Reporting

• Run various reports on SAP (e.g. load exception, re-availability, weekly/monthly activity and duplication reports).
• Ensure weekly activity reports are sent out to the Customer Manager, customer management teams and depots on a weekly basis.
• Provide ad hoc reports to the Customer Manager, call Logistics Manager and key customer managers as required.
• Resolve all non-compliance with regards to the above and provide appropriate feedback where applicable.
• Daily reporting of Order to Cash customer orders

Complaints Logging

• Ensure that all complaints are logged and appropriate action is taken to resolve any issues.
• Advise the customers of the resolutions and update activity schedules on a daily basis.
• Assist in and execute product recalls procedures.
• Manage daily call queues and ensure 100% inbound/ outbound call service rating.

Promotional Stock Coordination

• Coordinate and book out all promotional stock items advised by the Customer Manager and key customer management.

Administration 

• Update all new customers and follow through with opening orders.
• Ensure that pick-up slips are managed according to procedure.
• Daily management of Order to Cash orders with logistics team.

Communication

• Ensure efficient communication with respective CSD/PSD depot staff, plant stock controllers and customers.
• Ensure clear communication to respective depots on all add-on’s and special deliveries (i.e. make a phone call with send a follow-up email).
• Communicate with warehouse stock controllers on all out-of-stock items.
• Feedback to head office regarding any complaints and the activities to resolve them.

Team Coordination 

• Assist the call centre agents with queries and customer-related issues.
• Provide assistance to the Call Centre Supervisor regarding leave approval, workload supervision and the allocation of call lists.
• Ensure a positive attitude amongst team members.
• Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning, prioritising and self-development. 
• Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
• Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution.
• Support and drive the business core values.
• Manage colleagues and clients’ expectations and communicate appropriately.
• Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives.
• Champion training and development of self and others through utilising available training opportunities or contributing to the development of new training solutions relating to product costing in collaboration with national training specialists.
• Participate in and drive regular performance appraisals and ensure that own targets and goals are clear and achievable.
• Maintain a basic appreciation and awareness of employee relations climate and ensure corrective action is taken where required in line with relevant legislation and company policy.

Deadline:20th July,2026