Customer Relations Officer - Makro Wonderboom at Massmart

Summary:

• To recruit new customers and maintain existing customer portfolios

FUNCTIONS / RESPONSIBILITIES:

Assist Customers

• Greet the customer in a friendly tone of voice.
• Introduce yourself to the customer.
• Be polite, helpful and courteous at all times.
• Know your store.
• Know your products.
• Listen carefully to the customer's needs & requirements
• Ask open ended questions to find out all the information required.
• Satisfy the customer’s query and requirements
• Find out what else you can help the customer with.
• End off in a polite and friendly way.

Deal with queries

• Listen carefully to the customer's request/complaint
• Ask open ended questions to find out all the information required.
• Satisfy the customer’s query.
• If you cannot satisfy the customer - find someone who can.
• If necessary, take down the customer's details and the details of the query.
• Find out what else you can help the customer with.
• End off in a polite and friendly way.

Deal with complaints

• Respond to the customer with empathy.
• Apologise and thank the customer for telling us.
• Tell the customer how the problem will be fixed.
• Make sure that the customer is satisfied with the solution that you are offering.
• If necessary, take down the customer's details and the details of the complaint.
• End off in a polite and friendly way.
• Keep your customer informed. Follow up with customers telephonically to tell them how the investigation is progressing and of the result of their complaint.

• Prepare for the call beforehand to remain focused during the conversation.
• Ask clearly and politely for the person you want to speak to.
• Greet the person and identify yourself giving your name, company & department.
• Explain clearly what has been done regarding the complaint.
• Verify that the customer is satisfied with the result.
• End the call by telling the customer that you look forward to seeing him in Makro soon.
• If many customers are returning a particular item of stock - inform the buyer.

Recruit new customers

• Use an up to date and detailed map of store location and surrounding areas
• Write down names of businesses when driving around target area
• Use telephone directories and yellow pages to source customers in target market
• Follow up on referrals
• Take the names of businesses and businessmen and run them through the store system to see if they are already cardholders
• Identify competition by using a map of the area
• Conduct price surveys on competitors
• Get involved in community events

Survey target market

• Phone the potential customer and set up a meeting to see him where required
• Cold calling may be required however always be prepared with sales material & brochures

Teamwork and Self- Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of group and company procedures and policies
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Work with the broader core and site HR teams to support the overall HR strategy

Requirements:

Minimum Academic, Professional Qualifications and Experience required for this position

• Diploma in Sales / Marketing
• 2 – 3 years’ experience

Competencies and Skills

• Live the values
• Judgment
• Customer/Member Centered
• Planning & Improvement
• Influence and Communicate
• Adaptability
• Culture, Diversity & Inclusion

Functional Competencies

• Communication Skills
• Strong Administration Skills
• Planning, Organising and Control
• Knowledge of Store process
• Manage and Motivate staff member
• The position requires trust and honesty and that entails the handling of cash and/or finances, which includes but is not limited to, the handling, administering, processing and distribution of the Company’s monetary resources such as its stock in trade or merchandise