Jobs at Smollan

Job Summary:  

• To deal with customer queries and complaints, record all data relating to the queries, and ensure effective feedback to the customer from the respective client.

Key Responsibilities and Deliverables:

Effective administration

• Adhere to and enforce company policies relating to but not limited to Devices, Time & Attendance.

Customer handling

• Deal with all queries relating to: Business Units, Build relationships with Field Staff as well as Operations Teams
• Answer promptly (3rd ring)
• Use hold procedure effectively
• Listen carefully Question to confirm
• Pronounce words clearly/no via’s
• End calls with a positive and friendly tone

Client service

• Provide feedback to clients pertaining to Attendance and or KPI Compliance
• Follow instructions from the client on how to address the query or answer the escalated enquiry
• Ensure excellent customer service on behalf of the client

Effective teamwork and self-management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate ability to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
• Manage own career development by staying abreast of any technical and industry changes

Requirements
Experience

• Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential

Qualifications

• Grade 12 on the job training (In-house)

Knowledge, Skills & Abilities

• Proficient administrative skills
• Professional telecommunication etiquette
• Client-centric approach
• Active and empathetic listening skills
• Results driven
• Conflict handling
• Cultivating and strengthening brand identity
• Attention to detail
• Dedication to ongoing learning and advancement
• Resilience and composure under pressure

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Description

• Control Expenses
• Pro-Active Operational Excellence
• People Management 
• Stakeholder Engagement
• Achieve POP Objectives
• Achievement of Targets
• Business Insights and Execution
• Monitor New Innovations
• Teamwork and Self-Management
• Manage Promotional Activity

Requirements

• 4-5 years’ sales experience in FMCG environment at a managerial/ supervisory level
• Code 8 drivers license
• Relevant Diploma/Degree at NQF level 6 or 7
• Communication skills (verbal & written)
• Analysis & Problem Solving
• Computer literacy
• Business acumen
• Commercial awareness
• Attention to detail
• Pro-active thinking
• Leadership Skills
• Planning & organising
• Negotiation skills
• Sales management skills
• Decision making skills