Customer Relations Manager

Christine Loopstra; Wes-Kaap; On-site; ZAR 300,000 - 520,000; Full time

Job summary

University of Fort Hare, based in Somerset West, seeks an experienced Customer Relations Manager to join its National Call Centre team. You will own customer engagement, service excellence and retention, while managing orders and related administration and building lasting relationships with customers.

You will lead the customer service team, drive growth of the customer base, and ensure accurate invoicing and data integrity, working with sales and logistics to meet timelines.

Qualifications

• Matric / Grade 12 is required.
• Minimum 3 years sales experience within a call centre environment.
• Pastel / Evolution experience is essential.
• Proficient in Microsoft Office 365.
• Strong telephone sales and customer service skills.
• Excellent verbal and written communication in English and Afrikaans.
• Strong administrative and organisational abilities.
• Ability to work accurately under pressure.
• Ability to work unsupervised while meeting deadlines.

Responsibilities

• Manage direct marketing activities to an existing customer base.
• Grow and expand the current customer base.
• Maintain strong customer relationships and service levels.
• Capture and process invoices.
• Keep the customer database accurate and up to date.
• Follow up on customer queries with field sales staff and customers daily.
• Liaise with transport service providers to ensure timely deliveries.
• Utilise telephone sales techniques to generate additional business.
• Process stock returns.
• Process customer claims.
• Assist with management of customer credit limits.
• Communicate effectively with customers, sales staff, transport providers and other departments.
• Work independently while meeting deadlines.

Skills

Telephone sales

Customer service

English language

Afrikaans language

Sales experience

Communication skills

Administrative skills

Education

Matric / Grade 12

Tools

Pastel Evolution

Microsoft Office 365

Job description

CUSTOMER RELATIONS MANAGER

CUSTOMER RELATIONS MANAGER

Somerset West (Macassar): My client, a respected supplier of superior tyre brands in South Africa, is seeking an experienced and customer-focused Customer Relations Manager to join its National Call Centre team.

This is an exciting opportunity for a relationship-driven professional to take ownership of customer engagement, service excellence and customer retention, while managing and growing an existing customer base. The successful candidate will ensure that customer queries, orders and related administration are handled efficiently and professionally, while building strong, lasting relationships with customers.

Purpose of the Role

To build and strengthen lasting customer relationships by ensuring an exceptional customer experience, leading the customer service team, resolving issues effectively and using customer insights to drive service improvements, loyalty and retention.

Key Responsibilities

• Managing direct marketing activities to an existing customer base
• Growing and expanding the current customer base
• Maintaining strong customer relationships and service levels
• Capturing and processing invoices
• Keeping the customer database accurate and up to date
• Following up on customer queries with field sales staff and customers on a daily basis
• Liaising with transport service providers to ensure products are delivered within prescribed timelines
• Utilising effective telephone sales techniques to generate additional business
• Processing stock returns
• Processing customer claims
• Assisting with the management of customer credit limits
• Communicating effectively with customers, sales staff, transport providers and other departments
• Working independently while consistently meeting deadlines

Criteria

• Matric / Grade 12
• Minimum 3 years sales experience within a call centre environment
• Previous Pastel / Evolution experience is essential
• Proficient in Microsoft Office 365
• Strong telephone sales and customer service skills
• Excellent verbal and written communication skills in English and Afrikaans
• Strong administrative and organisational abilities
• Ability to work accurately under pressure
• Ability to work unsupervised while meeting deadlines

Candidates residing within a close commuting distance of Somerset West are invited to apply for this role.