Service Consultant at Metrofile

ROLE PURPOSE

• To maintain excellent customer relationships through effective service delivery; to assist Account Managers with daily tasks with the objective of retaining and growing the defined portfolios. To actively resolve all client queries that have been escalated to Service Consultant within a reasonable timeframe and to actively identify leads for respective Key Account Managers. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

• Ensures that the service offering provided satisfies customers’ needs and identifies leads across their allocated Account Managers Portfolios.
• Resolve all enquiries or queries escalated to you by your Account Managers within a reasonable timeframe.
• Ensure that your portfolio is sufficiently serviced to ensure customer satisfaction.
• Ensure that clients’ portfolios data integrity is accurately maintained.
• Assists with preparing and presenting business proposals to both existing and new potential customers.
• Maintains close relationships with the Account Managers in order to capitalise on opportunities identified.
• Maintain in-depth knowledge of the organisation’s product and service offerings, including digital, SAAS, and physical solutions.
• Ensures effective management of documentation and records as defined within the customer’s document retention strategy by informing customers of past due dates.
• Deals with, resolves and reports on issues, concerns and complaints as relates to your portfolio or allocated clients.

MINIMUM QUALIFICATIONS, EXPERIENCE and KNOWLEDGE: 

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• B Degree in Sales/ Business Administration/Customer Relationship /Marketing Management
• At least 6 years of solid knowledge of Sales, Channel and Consumer Marketing functions, Logistics or Supply Chain
• Excellent command of the English language
• Must have excellent communication and interpersonal skills
• Must pay attention to detail
• Must be focused on achieving results
• Must be a team player
• Must have business acumen and be able to communicate at all levels
• Must be highly computer literate
• Demonstrate excellent organisational skills
• Must have valid driver’s license with own transport

BEHAVIOURAL COMPETENCIES

Essential Competencies:

• Relating & Networking
• Presenting & Communicating Information
• Writing & Reporting
• Planning & Organising
• Delivering Results & Meeting Customer Expectations
• Following Instructions & Procedures
• Adapting & Responding to Change
• Coping with Pressures & Setbacks
• Working with People (Relationship building Business)
• Target Driven

Desirable Competencies:

• Applying Expertise & Technology
• Learning & Researching
• Entrepreneurial & Commercial Thinking
• Territory Planning
• Inspire Action on Debtors
• Time Management (Response Time)
• Adhere to timelines
• Discipline and Organise Reports