Openings 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
   

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ROLE PURPOSE

• To maintain a complete and accurate client database, and to provide administration services to the defined sales and service team. 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.

• Maintains regular telephonic contact with a defined portfolio of clients to update records, maintain relationships and achieve growth of service offerings.
• Captures and maintains accurate client information on the Metrofile system.
• Extracts service data from the system for the sales teams for sales and services purposes.
• Prepares index reports and any ad hoc reporting requests on new documentation received for delivery to clients.
• Accurately files client contracts and related information on an ongoing basis.
• Ensure effective classification and updating of client information for fast and accurate retrievals.
• Ensures effective document and record management as defined within the client’s document retention strategy by informing clients of past due dates.
• Report boxes past due for destruction.
• Resolve and report on issues, concerns and complaints.
• Create work orders for orders, retrievals, PW’s, destruction, vault tapes and containers.
• Monitoring and closing work orders daily.
• Assist clients with quotes
• Switchboard answering calls promptly and efficiently.
• Vault administration, capturing return forms, locating return tapes in the vault storage area and preparing tape deliveries for the next day.
• Vault housekeeping

MINIMUM QUALIFICATIONS, EXPERIENCE and KNOWLEDGE: 

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

• Post Matric Certificate/Diploma in Customer Service Management/Customer Relationship Marketing/ Sales/ Marketing Management.
• Bachelor’s Degree preferred.
• At least 2-3 years solid experience in a customer service/ retail environment /logistics/warehousing/supply chain.
• Must have experience with capturing orders onto a database system.
• Excellent command of the English language.
• Must have excellent communication and interpersonal skills.
• Must be customer focused.
• Must pay attention to detail.
• Must be a team player.
• Must be able to work independently and adhere to deadlines and strict turnaround times.
• Must have business acumen and be able to communicate at all levels.
• Must always be professional.
• Must be highly computer literate.
• Demonstrate excellent organisational and problem-solving skills.