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