Customer Service Representative at Cipla

Job Purpose

• To deliver world class customer service by ensuring all administrative duties are well executed according the business standards and consistently provide support to relevant business units.
• Actively participate in all business initiatives where sustainable solutions for both internal and external customers will lead to improved customer experience.
• Be an active voice of the customer and a custodian for customer satisfaction.

Order Fulfilment

• Accurately process manual orders and quote requests and according to standard procedures and relevant SOP’s.
• Ensure that all export orders are in line with exports regulation/standards
• Ensure that all orders are captured according to the business standard (i.e. Short pick lines to be loaded as a back order, MOV)

Customer Queries / Complaints Resolution

• Consistently resolve telephonic and email customer queries/ complaints efficiently, accurately and within agreed timelines.
• Prepare credit and re-invoice documentation accurately and in-line with company policy.
• Attend to customer’s recons as per the agreed timelines.
• Prepare claw back credit notes and inform debtors department of differences in the claim amount.
• Arrange short-dated stock protection letters and share with CS and the warehouse.
• Oversee and supervise to ensure products and services are delivered on time to customers and in compliance to company standards and procedures in providing customer services.

Reporting

• Attend to collection report daily
• Complete customers’ outstanding orders report
• Complete customer outstanding orders report
• Processing of Approved Credits
• Attend to Customer's recons report

Customer Engagement

• Manage customer experience process
• Build sustainable relationships and trust with customers through open communication

General

• Assist with any reasonable duties as required by Management
• Participate and contribute in Projects and cross functonal activities as required

Education Qualification

• Grade 12 (Matric) or Equivalent
• Relevant Diploma/Degree in Business Administration or similar advantageous
• Relevant Work Experience
• Minimum of two years in a similar environment
• Collaborative team player
• Speed and accuracy
• Excellent at following through on tasks
• Purpose Inspired
• Innovation Driven
• Responsibility Centred
• Integrity and Trust Anchored
• Excellence Focused
• SAP experience is advantageous