Job Summary
PURPOSE OF JOB
Responsible for overseeing that the sales and service center meets the established standards of quality, service and SLA levels on all inbound interactions.
MINIMUM REQUIREMENTS/QUALIFICATIONS AND EXPERIENCE
- matric certificate
- tyre industry experience of 12 months essential
- quality assurance experience in a sales and service center environment of 12 months essential
- intermediate Microsoft office skills
- a natural aptitude for mathematics and statistics
- attention to detail
- problem solving abilities
- excellent written and verbal communication skills and business acumen
- customer centric attitude
- negotiation skills
- back office and billing systems knowledge is advantageous
- willingness to adapt to an ever changing environment
- copes well under pressure
- good time keeping
- fully competent on the below systems:
- salesforce
- sage evolution
- mitel/ccmweb
- call cabinet/atmos
Knowledge:
1. Sales & Service Centre operational knowledge
2. Sales & Service Centre SOP’s
3. Customer SLA’s
4. IR & Labour Relations Policies
5. Policies & Procedures
6. Basic understanding of volume discount structures
7. Organogram & Business Process
8. Export requirements
9. Product knowledge
Skills:
1. Customer service skills
2. Problem solving & trouble shooting skills
3. software skills (Salesforce, Sage, Telephonic system)
4. Conflict resolution skills (internal & external)
5. Coaching & corrective management skills
6. Time management skills
7. Basic budgetary and asset management skills
8. Relationship Management
9. Leadership and Management skills
10. Sales & Service Centre operational skills
11. Presentation skills
12. Negotiating skills
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