reputation by providing telephonic support to customers through the establishment of good customer relations to meet
customer requirements. Ensure prompt resolution of complaints and prompt resolution of queries so that customer service
levels can be maximised and the business can achieve sustainable competitiveness and act as the link between
customers and depot functions.
Competence Requirements
Criminal and credit check (clear ITC)
2 years customer service experience
Matric certificate (mandatory)
Call centre certificate (or relevant tertiary qualification or diploma or working towards one (advantageous))
Good typing skills, data capturing ability
Administration skills
Computer literacy (MS Office)
SAP CRM experience (advantageous)
Fluent in English and another official South African language preferably Afrikaans, isiZulu, seSotho
General understanding of the NCA
Excellent customer interaction skills
Excellent telephone skills and etiquette
Customer focused attitude
Ability to reason and problem solve
Good clear communication skills
Excellent listening skills
Displays helpful and friendly attitude
Builds and maintains a professional working relationship with all customers (including internal customers) at all times.
Displays customer empathy and understanding
Organising and planning skills
Ability to operate under pressure
Self motivator and self starter
Ability to work in a team
Willingness to work during weekends.
Persuasiveness and selling ability.
Strong achievement orientation
Self management practices understood and applied
Output and Accountabilities
Multi- channel Responsibilities
Perform multi-channel sales activities to achieve company sales objectives
Work independently/in a team to achieve monthly targets
Contact self-service customers to ensure online sales conversion takes place and assist with trouble shooting
Update customer database with contact details and interest information from prospective customers.
Perform daily tasks based on assigned work plan.
Maintain profitable and productive relationships with customers.
Maintain up-to-date knowledge about product information and promotions.
Communicate with customers through phone and e-mails
Responsible for the completion of basic call handling processes.
Respond to customer calls by answering timeously, identifying the customer through the customer ID and follow the
customer verification process and confirm all relevant details.
Develops and maintains professional relationships with customers and ensure that customers expectations have been
met
Query Handling Responsibilities
Attend to customer queries, log and follow up with feedback promptly and professionally within required Service Level
Agreement.
Provide customers with right first time fulfillment of services including timeous resolution of queries or escalation to the
appropriate department. (First call resolution).
Credit Query Handling Responsibilities
Attend to customer’s credit query regarding balance enquiries or statement requests or log the call to credit (specialist)
tier.
Provide customer account management services, including providing answers to account related questions.
Customer Feedback Responsibilities
Accountable for keeping customers up to date and owning resolution of issues within the limits of the systems and tools
provided.
Provide relevant and timeous feedback to the customer by preparing the required information, communicating through the
preferred method.
Provide the customer with feedback when the query has been resolved and during the query resolution process if
necessary.
Internal Business Accountabilities
Management of individual career development and training in conjunction with the Team Leader.
Accountable for meeting required First Contact Resolution target
Accountable for achieving targets and KPI’s set at an individual level.
Accountable for feeding back improvement suggestions e.g. to knowledge base, process, training, metrics, etc.
Experience:
MS Office excel
SAP CRM experience (advantageous)
Criminal and credit check (clear ITC)
2 years customer service experience
Matric certificate (mandatory)
Call centre certificate (or relevant tertiary qualification or diploma
Computer literacy (advanced) ie.chrome
Fluent in English and any other official South African language
General understanding of the NCA
Ability to:
Have a great customer focused attitude
Reason and problem solve
Persuade and sell concepts
Display helpful, patient and friendly attitude towards external and internal customers
Build and maintain professional working relationship with customers .
Display customer empathy and understanding
Work as a team and evaluate outputs
Work well under pressure
Attributes:
Excellent organising and planning skills
Ability to use MS Excel resourcefully
Strong achievement orientation
Excellent customer interaction skills
Excellent telephone skills and etiquette
Additional Information
AB InBev is an equal opportunity employer and all appointments will be made in line with AB InBev employment equity
plan and talent requirements
The advert has minimum requirements listed. Management reserves the right to use additional / relevant information as
criteria for short-listing.
Based at the Customer Interaction Centre
Must be available to work weekends and public
holidays as required.
05/04/2019
Employment Type
Permanent
Full/Part Time
Full-time
Location
Central Office
Country
South Africa
City
Sandton
Apply here!