Customer Agent

SUMMARY:
Our client in the Retail industry is looking for a Customer Agent. This role will be based in Germiston. The incumbent will act as a consumer-facing focal point, provide product/services information, and resolve any emerging problems that our consumers might face, with accuracy and efficiency. The
target is to ensure excellent service standards, respond efficiently to consumer inquiries and maintain high consumer satisfaction. The incumbent will coordinate with the National Consumer
and Customer Service Manager to provide timely and accurate answers to the consumers. This position requires good people skills.

POSITION INFO:
Minimum: Matric qualification/ Grade 12
- Proficiency in English
- Computer Literacy (MS Word, Excel, etc.) is essential

COMPETENCIES REQUIRED:
- SageX3 experience is beneficial
- Excellent communication and interpersonal skills
- Strategic thinking and analytical problem solving
- Able to interact with, and advise, at all levels
- Organized approach to working.
- Attention to detail.
- High standards of personal performance/integrity
- Be able to work independently, while maintaining a team view and attitude
- Be able to work collaboratively as part of a team and across a matrix
- Embrace challenge and change.
- Ability to work under pressure and manage ambiguity.
- Passionate about continuing professional development.
- Ability to multi-task, prioritize, and manage time effectively.
- Consumer orientation and ability to adapt/respond to diverse types of characters.


Duties:
Manage large amounts of incoming calls/emails and face to face interaction with consumers.
Management of social media platforms pertaining to consumer queries
Handle consumer queries, provide appropriate solutions and alternatives within the time
limits; follow through to ensure resolution. Keep record of consumer interaction
Identify consumers’ needs to achieve satisfaction.
Build sustainable relationships and trust with consumers through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools
Booking-in repairs and sending the daily job card report
Ensure you close all the collection vouchers when booking-in units
Ensure that all the repair notes are captured on Sage.
Ensure that all the repairs are repaired within SLA.
Ensure the use of Rate myself service.
Ensure that credits are processed within required time frame.
Management of all the stock received & dispatched.
Update the consumers & customers regarding their spare’s orders and repair statuses daily.
Ensure all necessary paperwork is attached on EDMS
Weekly reporting of spares orders
Product training to internal and external stakeholders