Description
Effective administration

• Classify all calls into the correct category of Salesforce Capture all the data relevant to each complaint on relevant systems: Batch details Complaint description Personal details Maintain record of all correspondence between the relevant stakeholders Record resolution of the complaint/query .
• Resolving customer complaints/queries received via different channels.
• Overseeing the customer service process.
• Supporting Management in complying to policies and procedures by providing feedback.
• Conducting quality assurance surveys with customers and providing feedback to the Management.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for the team.
• Excellent interpersonal, written and oral communication skills.
• Ability to work in teams.
• Computer skills.
• Engaged in handling calls from different business units (Internal & External).
• Provide World Class Customer Service.
• End to Transaction of Reports.
• Need to maintain Accuracy in Reports.
• Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills.
• Excellent verbal and written communication skills.
• Providing Voice support to Internal and External End Users. The job will require you to handle inbound and outbound calls/emails.
• Perform problem cause analysis.
• Resolve customer queries and achieve customer delight.
• Ability to Identify Opportunity and Implement Process Improvements.

Market Specific needs MENAT

• Track and ensure that all complaints logged for MENAT are resolved correctly
• Resolution must include replacement of product as per procedure on product replacement.
• Records and data must provide proof of compensation with complete traceability to support the business.
• Ensure compliance with the Protection of personal information at all times.
• Support training and guidance to sales teams and distributors in MENAT to facilitate the product replacement.
• Support the development of the process for product replacement that is efficient and effective for the consumer.
• Tracking the replacement of product to consumers in MENAT Market
• Follow up with the relevant manufacturing plant for investigations on all complaints logged in the MENAT region.
• High priority complaints must have investigations provided within 48hrs
• Escalate all complaints to Quality lead & Smollan manager where there are sensitive contacts / irate consumers which pose a risk to the brand and business
• Report weekly on all the above requirements creating clear visibility on case management across the business

Market Specific needs SSA

• Follow up with local consumer affairs team on all sensitive complaints
• Follow up on the closure of all Claims related to complaints
• Run the surveys for consumer affairs agent performance monthly
• Ensure compliance to the SSOP on Complaint handling for MENAT SSA
• Verifying the unknown complaint reports, and data integrity of the Contacts captured daily.
• Support the correct allocation of complaints with the teams as per relevant subject description codes
• Follow up with Consumer affairs agents on all foreign material complaints or complaints where plants request the sample for availability of samples when logged

Requirements

• Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential (Training provided)
• Matric
• Sound administrative skills
• Excellent telephone manner
• Customer service orientation
• Listening skills
• Excellence orientation
• Conflict handling
• Brand building
• Attention to detail
• Personal development
• Ability to handle stress