Job Description

Siqalo Foods is seeking a Call Center Agent to join their Spread division. The role will be based in Boksburg and report to the Call Center Facilitator.

The purpose of the Job is to process inbound/outbound sales orders and assist with customer queries including delivery times. quality complaints, product enqquires, out of stocka, amending the SDL and depot queries.

Candidates with disabilities are also encouraged to apply.

Duties & Responsibilities

Inbound/Outbound Sales Order Processing
Capture orders accurately for assigned customers (correct orders and dates) within the requisite time.
Read back orders and confirm each line and reference number.
Process and email add-on’s and JIT products before the cut off time.
Ensure the completed detailed activities are captured in CRM.
Ensure no orders are mailed through by COB to Planning team.
Provide the call lists to the customer care facilitator for completion and signature at the end of the day.

Administration and Protocol Compliance
Run and check VAO5, futuristic orders, duplications, completed call lists, open activity reports on a daily basis.
Inform customers of load exceptions and dropped stock.
Rebook the DSL and short deliveries.
Update the customer base, call lists and activities on a continuous basis and email the information to superiors.
Advise the customer care facilitator of complaints logged by customers.
Ensure that the work station is organised and orders are filed daily.
Administer pick up slips.

Communication
Ensure clear communication to respective depot staff on all add-on’s, special deliveries and short/incorrect deliveries.
Communicate with respective PSC’s on stock outs and amendments.
Liaise and follow up with delivery queries (i.e. delivery times, late deliveries and delayed/broken down trucks).
Assist customer representatives with store queries.
Advise respective parties of problematic customers and provide assistance in finding resolution to issues.

Team Coordination
Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning, prioritising and self-development.
Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution.
Support and drive the business core values.
Manage colleagues and clients’ expectations and communicate appropriately.
Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives.
Champion training and development of self and others through utilising available training opportunities or contributing to the development of new training solutions relating to product costing in collaboration with national training specialists.
Participate in and drive regular performance appraisals and ensure that own targets and goals are clear and achievable.
Maintain a basic appreciation and awareness of employee relations climate and ensure corrective action is taken where required in line with relevant legislation and company policy.

KPI’s
Accuracy of capturing inbound and outbound sales
Call volumes
Customer query and problem resolution
Service level agreement standards attainment

Minimum Requirements

Grade 12

NQF Level 4 or Matric Equivalent Certificate or N (C) V Level 4

NQF Level 5 Higher Certificate in Customer Service/ Sales/ Marketing

Must have at least 1 year work experience in the Call Center environment