CUSTOMER RELATIONSHIP REPRESENTATIVE

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To support the drive to increase brand equity, sales volumes, market share and corporate reputation by providing
telephonic support to customers through the establishment of good customer relations and by marketing the company

products and services to meet customer requirements. Ensure 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

Valid driver’s license (advantageous)

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

Order/Sales Responsibilities

Responsible for the completion of all documented basic call handling processes.

Respond to (Interactive Voice Response – IVR) customer calls by answering timeously, identifying the customer through

the customer ID and verification and confirming their details.

Take accountability for taking orders and processing the data to ensure that action is taken on the order.

Identify customer emails through system or manual identification.

Ensure cross-sell and up-sell opportunities are capitalised upon

Develops and maintains professional relationships with customers and ensure that customers expectations have been

met

Introduce customers to new product offerings

Attend to customer’s order query by determining the order status and attending to the type of request: order change, load

prioritisation, delivery change, delivery time change, ETA, credit blocked, out of

stock, dispatched, out of delivery day, planned order or unplanned order.

Query Handling Responsibilities

Attend to the customer’s query in an efficient and professional manner through determining the reason for the call and if it

is a new or existing query.

Provide customers with right first time fulfilment of products/services including timeous resolution of queries or escalation

to the appropriate department. (First call resolution).

At the point of warm transfer, ensure that the escalated contact agent or customer credit representative is aware of and

understands the history of the contact thereby ensuring that the transfer is accurate

and complete.

Attend to various customer queries including licensing (Beer), pricing, attributes, general account queries, special events,

sales, sponsorship,

delivery, master data, asset and equipment, packaging and installation queries.

Capture all customer queries; attend to query or determine appropriate escalation mechanism/depot/role and create a

service ticket if necessary.

Credit Query Handling Responsibilities

Attend to customer’s credit query regarding balance enquiries or statement requests or log the call and transfer 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 and asking if further assistance is required.

Provide the customer with feedback when the query has been resolved and during the query resolution process if

necessary.

General Responsibilities

Attempt to retain customers that indicate an intention to start using competitor brands; utilise escalation if necessary

Represent and deliver on the company brand values during every customer interaction.

Responsible for educating the customer in the use of the company products and services to reduce propensity to call and

to direct

customers to self service where appropriate.

Keep abreast of all product developments and new product releases.

Internal Business Accountabilities

Management of individual career development and training in conjunction with the Team Leader.

Accountable for meeting required First Contact Resolution targets.

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.

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.

Closing Date:
30/07/2019

Employment Type

Permanent

Full/Part Time

Full-time

Location

Central Office

Country

South Africa

City

Sandton

Apply here!

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