Call Centre Agent

Premier FMCG (Pty) Ltd; KwaZulu-Natal; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading consumer goods company in KwaZulu-Natal is looking for a Call Centre Agent to manage inbound calls and customer complaints. The ideal candidate will excel in maintaining customer relationships, ensuring first call resolution, and processing orders efficiently. A Matric Certificate and experience in customer service, particularly in FMCG, are required. The role offers a dynamic work environment with opportunities for cross-training in various departments.

Qualifications

• Matric Certificate is required and a relevant sales qualification is advantageous.
• 1-2 years of previous working experience dealing with customers is essential.
• 1-2 years of work experience in the FMCG environment is desirable.

Responsibilities

• Maintain excellent customer relationships and provide first call resolution.
• Accurately capture information on relevant systems daily.
• Collaborate with team members to ensure efficient order processing.

Skills

Proficient in written communication

Problem solving

Numerical ability

Organisational understanding

Proactive thinking

Education

Matric Certificate

Relevant sales qualification

Job description

Job Description

Premier FMCG leads the Fast-Moving Consumer Goods (FMCG) industry with unwavering dedication to excellence and innovation. We are shaping the future of consumer goods and seek a remarkable Call Centre: Agent to join our devoted team.

Main Purpose

The Call Centre Agent plays a vital role in receiving inbound calls and responding to customer complaints. The role involves contacting current and potential customers from the formal or informal trade by telephone to solicit sales orders and attending to customer queries and complaints.

Key Responsibilities

• Maintain excellent customer relationships and a professional attitude; provide first call resolution with effective soft skills, telephone and e‑mail etiquette, including business writing and bulk buying sales.
• Assist other departments as needed on order specifications, additional needs, or special requirements.
• Accurately capture information received from various sources on the relevant systems daily.
• Achieve 100% adherence to operating guidelines and standard procedures (quality, accuracy & behaviour).
• Perform regular daily order schedule maintenance functions such as customer price checks and obtaining official authorization numbers from various buying groups.
• Cross‑train into other areas of the departments including HPC and Milling, but not limited to free stock orders.
• Verify order entry against customer orders.
• Collaborate with team members to ensure efficient order processing.
• Ensure all incoming calls are answered within the allocated timeframe as per standard processes.

Qualification Requirements

• Matric Certificate. Relevant sales qualification will be advantageous.

Experience Requirements

• 1-2 years of previous working experience dealing with customers. (Essential)
• 1-2 years of work experience in an FMCG environment. (Desirable)
• 1-2 years exposure to the Call Centre/Telesales. (Desirable)
• 1-2 years of previous experience working on Excel. (Desirable)

Key Outputs

• Knowledge: Basic call centre SOPs; understanding of FMCG manufacturing basics (GP 2010) is desirable.
• Skills: Proficient in written communication, problem solving, numerical ability, organisational understanding and proactive thinking.