• Excellent verbal and written communication skills
• Excellent people skills and EQ
• Strong administrative and organizing skills                
• Strong negotiation skills
• Strong problem solving skills
• Good numerical sense and the ability to solve basic mathematical problems is required                                                                                  
• Matric certificate
• Minimum of 2 years’ experience in customer service or telesales is required (Call Centre)                       
• Knowledgeable in Syspro system (Non Negotiable)                
• Bilingual – Fluent in both English and Afrikaans ( Non negotiable)

Core Functions (Not Limited to)

• Understand the customer needs and ensure effective support and problem solving is applied                          
• The CSC must ensure that customer complaints are directed to the relevant internal person and follow up until the complaint is resolved and the customer has been notified of the outcome                                             
• Ensure customer queries are handled quickly and that customers always receive follow up communication until the query is 100% resolved
• The CSC is fully responsible for capturing customer orders and communication regarding orders.                              
• Orders received must be double checked to ensure they are captured accurately                                                    
• Orders received via email or telephone must be captured within the same day and cut off times                          
• If orders cannot be captured within the required time frame, the CSC must inform the customer of the delay and provide clear indication of when the order will be captured  
• The CSC is responsible to ensure that the customer receives a detailed confirmation of their order, as well as a clear indication regarding out of stock items and when the out of stock items will be available                                    
• The CSC must work hand in hand with the finance team to ensure that payment for orders are received timeoulsy to avoid any delivery delays
• If there is any reason for a customer order being delayed, the CSC must ensure that the customer has been informed of the reason for the delay, and what the next steps will be to ensure delivery can take place as soon as possible
• Customer orders should never be held back due to out of stock items. Available stock must be sent to customer and the customer must be informed to place a new order for short delivered products and given a new delivery date
• The CSC is responsible to keep record of short delivered products due to company not working on back orders
• Back orders are to be recorded on Syspro, and the CSC will be responsible to clear the backorders once the order has been completed
• The CSC must offer a different product when the required product is not available at the time of capturing the order
• The CSC must ensure that invoices are completed before stock leaves the respective warehouses. No stock can be delivered on a order acknowledgement or any other document unless approved by senior management
• The CSC is must ensure that only stock due for delivery within 5 working days is reserved for the customer
• The CSC must have a proactive sales approach. Customers should be contacted to ensure orders are received instead of waiting for the customer to send through orders         
• The CSC should understand customer sales history and be able to identify new sales opportunities for the customers.
• The CSC is required to achieve sales targets as per the business requirement.                                                      
• The CSC serves as a supporting function for the external sales team and must have regular contact with the relevant sales representatives and assist sales reps with all customer queries                                                                                
• New customer queries must be communicated with respective sales rep to determine the opportunity
• The CSC must ensure that all admin related to the position is done timeously and accurately