Job Summary
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.
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