CUSTOMER SERVICE AGENT JNB CIT -BASH

RTT; Johannesburg; On-site; ZAR 150,000 - 200,000; Full time

Job summary

A leading company in Johannesburg is seeking a Customer Service Agent to ensure timely delivery monitoring and effective communication with clients. The role involves managing queries, logging deliveries, and promoting a positive company image. Candidates should have strong communication skills and a background in customer service.

Qualifications

• 3-5 years experience in Customer Service.
• Computer Literacy required.

Responsibilities

• Monitor deliveries and ensure they meet the Customer SLA.
• Attend to Customer queries promptly and professionally.
• Log and follow up on undelivered consignments.

Skills

Effective communication

Build Client Rapport

Time Management

Analytical Ability

Initiative

Adaptability

Multitasking

Education

Grade 12 (Matric)

Job description

The responsible role of Customer Service Agent is to ensure that all deliveries are monitored timeously (according to the Customer SLA), and reports are submitted promptly with relevant remarks/feedback to keep the Customer well informed/updated. Ensure outputs are performed effectively and efficiently. Attend to the Customer's needs/queries promptly, efficiently, and professionally. Promote an efficient and positive image for the company. Analyze and communicate the Client's requirements, anomalies, and trends back to the Business.

1. Undelivered Report: Monitor consignments daily until current date. Liaise with National/Cross Border Branches to ensure all deliveries meet the SLA. Report and action exceptions accordingly, logging on Case Management when necessary. Follow up on collections and problem trips (outstanding PODs), and communicate updates daily to clients.
2. Case Management: Log deliveries not achieved within the Client SLA daily and update until delivery is achieved.
3. SLE Notes: Keep SLE Notes updated with client requests, actions taken, and operational requirements for transparency.
4. Queries and Phone Calls: Attend to all email and telephonic queries, providing timely and accurate feedback to internal and external clients.
5. Collections: Assist with logging collections, ensuring follow-up and feedback to clients daily as part of the Undelivered Exception Report.
6. Assisting Operations and Inhouse Teams: Provide assistance as required.

Minimum Requirements:

• Grade 12 (Matric)
• Computer Literacy
• 3-5 years experience in Customer Service

Required Knowledge:

• Geographical knowledge
• Company's distribution network
• Track Trace system

Required Skills:

• Effective communication
• Build Client Rapport
• Time Management
• Analytical Ability
• Initiative
• Adaptability
• Multitasking