Frontline Consultant at Value Logistics

Purpose of the Job

• The Frontline Consultant is responsible for answering incoming calls efficiently and professionally and directing to the correct person / department. This role is responsible for delivering professional and welcoming front-of-house experience at Value Logistics. It involves managing visitor interactions with warmth and efficiency, ensuring all guests are assisted promptly and directed appropriately. The role also includes maintaining accurate branch contact lists, handling messages with care, and providing general administrative support as needed to ensure smooth daily operations.

Key Responsibilities 
Operational

• Efficiently and professionally answering incoming calls
• Actively engage with the caller, listen attentively and obtain the necessary information required to action and resolve the caller’s request
• Take a detailed accurate message if the contact person is not available
• Meet, welcome and receive visitors
• Ensure visitors sign in
• Track the correct contact person and/or department
• Stay up to date with company structures, functions, contacts and front desk processes and procedures
• Exceed customer expectations by exceeding the specified quality measures and customer satisfaction standards
• Ensure all calls are transferred or directed correctly
• Work in an organised and orderly manner
• Update the applicable visitor spreadsheets/ cleaner registers daily with complete, detailed, accurate and specific notes
• Ensure Global Contact List changes picked up is communicated to IT to update
• Ensure branch contact lists are up to date
• Read all email communication attentively, and respond where required
• Steer away from negligence, non-conformance, call/contact/query avoidance and/or fraudulent activity
• Ensure all administration duties are kept up to date and filed for future reference
• Build and leverage strong relationships with all internal departments
• Stay up to date with relevant information and knowledge of all Value’s products, policies, procedures and processes in order to provide accurate information to customers
• Maintain professional conduct
• Ensure dress code is in accordance with company Standard Operating Procedures
• Maintain housekeeping standards on a daily basis
• Ensure standards of Health and Safety are maintained

Minimum Requirements

• Grade 12 (Matric)
• 1 – 2 years relevant experience in a customer service frontline environment
• Fluent in English, Afrikaans and a Vernacular language (beneficial)
• No sanctions
• Clean credit record
• No criminal record
• Proven track record of delivering high levels of customer satisfaction (compliments and feedback beneficial)

Skills Required

• Strong verbal skills and telephone etiquette, (vocal impact, use of language, approachable, welcoming and helpful)
• Fluent in business English
• Good listening skills
• Computer literacy, Microsoft Office, typing, navigation skills
• Strong administrative skills
• Ability to handle difficult/irate callers
• Excellent communication and people skills