Primary Customer Care Agent at Schneider Electric

Duties & Responsibilities

• Preferred & backup agents for top distributor, panel builders, system integrators, export & coastal.
• Monitoring back order reports, and working together with Supply Chain to ensure customer CLO is achieved.
• Provide generalist and technical support both internally and externally.
• Process standard and adapted product orders.
• Support the sales team and customers on the online self-service tools.
• Support the installed base services process.
• Manage the customer returns process.
• Provide quotations on Schneider Electric products.
• Provide customers with accurate information regarding orders and information on the system.
• Provide telesales and other revenue generating services.
• Make recommendations on available alternative products.
• Record and analyse customer queries and requirements.
• Receive inbound telephonic customer calls in a proficient manner.
• Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters.
• Ensure that service levels are achieved on cases and calls per day.
• Check and action activity reports twice a day.
• Establish and maintain contacts within the Distribution Centre to ensure service requirements are met.
• Order Management
• Check all order details to ensure 100% correctness of order capturing as per the order verification process.
• Ensure any discrepancies are followed up with sales or customers.
• Ensure all orders are correctly routed and the specials requests for delivery or collection are actioned as per the distribution centre procedure.
• Forward credit held orders to finance department, ensuring orders are released before the delivery run, where possible.

Qualifications

Minimum Qualification & Experience:

• Minimum Grade 12 or equivalent
• At least 2 years' work experience in a customer service / call centre environment
• English fluency - Read, write and speak
• MS Office
• Preferable SAP working knowledge

Key Competencies

• Communication
• Customer satisfaction
• Team player
• Ability to work in pressurized environment
• Good communication skills
• Goal orientated
• Attention to detail
• Problem solving