Customer Liaison Officer at RCL Foods

Job Description    

• At RCL Foods, we believe in growing what matters!  As a leading food manufacturer, our goal is to nourish people with a portfolio of trusted brands and products. We are committed to innovation, sustainability, and the development of our employees.
• RCL Foods is seeking a dynamic Customer Liaison Officer to join our Grocery division in Randfontein. The successful incumbent will be responsible for actioning Consumer and 
• Customer complaints, liaise with different streams within the Supply Chain, Operations, QA as well as external Customers to ensure the interest of both the Customer and Company is always maintained.

Minimum Requirements    

• Hold a National Senior Certificate (Grade 12).
• Possess 1 to 2 years of customer service experience.
• Completed customer service training.
• Demonstrate advanced computer skills, particularly in MS Office.
• Have excellent communication and interpersonal abilities.

Duties & Responsibilities    

• Respond to customer inquiries via phone and email.
• Compile consumer vouchers as needed.
• Resolve customer complaints within 24 hours.
• Support the Customer Care Team Leader in their absence.
• Make prompt decisions while interacting with customers.
• Determine the value of vouchers to be issued.
• Conduct daily follow-ups with team members to ensure timely responses to complaints.
• Perform daily investigations to decide whether to authorize or reject complaints.
• Identify and report trends in customer feedback and concerns.
• Manage information and data effectively.
• Accurately capture data and maintain the National Complaints database.
• Generate reports and graphs for internal teams and external customers.
• Distribute updated complaint information weekly to internal stakeholders.
• Maintain comprehensive records.
• Provide guidance to team members on processes related to complaints, returns, and credits.
• Inform the business about trends in customer complaints