Customer service

CallForce; Sandton; On-site; ZAR 223,200 - 279,000; Full time

Job summary

A customer service solutions provider in Gauteng is seeking a Customer Service Representative to deliver exceptional support. Responsibilities include managing inbound and outbound interactions, resolving queries about products/services, and ensuring customer satisfaction. The ideal candidate will have at least 1 year of customer service experience and strong communication skills. This position is crucial for maintaining quality standards and service level agreements in a dynamic environment.

Qualifications

• 1+ year of experience in customer service.
• Experience supporting appliance, technical, or retail products.
• Excellent verbal and written communication skills.

Responsibilities

• Handle customer support queries.
• Manage inbound and outbound customer interactions.
• Maintain service level agreements and quality standards.
• Liaise with logistics and manage delivery status queries.

Skills

Customer service skills

Communication skills

Problem-solving skills

Education

Grade 12 / Matric

Job description

Customer Service Representative

The Customer Service Representative is responsible for delivering exceptional customer support to customers. The role involves handling inbound and outbound customer interactions, resolving product or service queries, and ensuring a positive customer experience while maintaining service level agreements (SLAs) and quality standards.

Key Responsibilities

• Attending to pricing queries


• Correctly capturing each interaction on SAP


• Creating quotations


• Generating reports


• Handling incoming and outgoing calls, and providing support to customer queries including checking of Proof of Deliveries (PoD) for customers,


• Helping our sales reps. to process customer orders


• Liaising with customer head buyers concerning new stock and price changes


• Placing orders


• Stock availability


• Successfully solving sales related queries.


• Supporting managers with customer complaints and orders.


• Creating credits & debits


• Liaise with accounts department to check on query content and to see which invoices are not paid.


• Month end process (allocation of payments, clearing of accounts)

Logistics and Deliveries

• Booking and ordering stock


• Booking deliveries


• Capturing order cancellations


• Checking on failed deliveries and book items back into stock


• Delivery status queries


• Liaising with logistics regarding location of stock and delivery dates.


• Manage goods and return process and credit requests


• Managing failed deliveries,


• Processing returns


• To check back orders on the account.


• Tracking orders and identifying future risks and trends.


• Tracking orders for clients

Claims Management

• Investigating customer claims


• Logging and clearing claims

Minimum Requirements

• Grade 12 / Matric (essential).


• Previous customer service 1+ Year


• Experience supporting appliance, technical, or retail products


• Excellent verbal and written communication skills.


• Strong problem-solving and conflict resolution skills.