eThekwini: Customer Service Agent – Inbound/Outbound Sales Order Processing posted by Adcorp Insights

Job Title: Customer Service Agent/Clerk Location: Durban Job Type: Ful-Time/Contract Salary: Market Related Job Summary: One of Adcorp Blus valued clients is seeking a proactive and detail-oriented Customer Service Agent to manage inbound and outbound sales orders, ensuring smooth customer communication, accurate order processing, and efficient administration. Inbound/Outbound Sales Order Processing: Capture customer orders accurately (products, quantities, dates) within required timelines. Confirm each order line and reference number with customers. Process add-on and JIT products before cut-off times. Record all activities in the CRM system; ensure no orders are missed by COB. Provide completed call lists to the Customer Care Facilitator for daily sign-off. Administration & Protocol Compliance: Run and check VAO5, futuristic orders, duplications, completed call lists, and open activity reports daily. Notify customers of load exceptions, dropped stock, and rebook DSL/short deliveries. Maintain and update customer base, call lists, and activities continuously, reporting to superiors. Administer pick-up slips and ensure workstations and orders are organized daily. Inform Customer Care Facilitator of complaints logged by customers. Communication: Communicate with depot staff regarding add-ons, special deliveries, and short/incorrect deliveries. Liaise with PSCs on stock-outs and amendments. Follow up on delivery queries, including delivery times, delays, and truck issues. Assist customer representatives with store queries and escalate problematic issues for resolution. Team Coordination: Take ownership of tasks, demonstrating planning, prioritisation, and self-management. Maintain high quality and productivity standards. Communicate risks or missed deadlines and provide solutions. Support company core values and contribute to team development and training opportunities. Participate in performance appraisals and ensure targets are clear and achievable. Key Performance Indicators (KPIs): Accuracy of inbound/outbound order capture Call volumes and customer interaction metrics Customer query and problem resolution Service level agreement attainment Matric / High School Certificate (minimum) Clear Criminal Record Experience in customer service, order processing, or call center environment Excellent communication, problem-solving, and organizational skills Attention to detail and ability to work under pressure Computer literate (MS Office, CRM systems) Additional courses or tertiary qualifications will be an added advantage. Call Centre Operations. Problem Solver.