Customer Liaison Officer - Westville at RCL Foods

Job Description
At RCL FOODS we see & do things differently, we think bigger, work smarter, and collectively as a team to achieve our ambition of growing what matters!

We at RCL FOODS are in search for a Customer Liaison Officer (CLO) to join our Customer Care Team in Westville.

RCL FOODS is looking for an incumbent to resolve all productrelated queries and complaints.

The role will require the candidate to work closely with stakeholders from various departments and of various levels to reach an appropriate resolution to queries and complaints.

The candidate will be tasked with resolving all escalated queries and complaints within predefined SLA’s.

The CLO will provide support to the Team Leader as well as to fellow Customer Liaison Officer internally, and to a wide host of external stakeholders.

Minimum Requirements

• National Senior Certificate (Grade 12)
• 3yr Based on Tertiary Degree/Diploma advantageous, and/or relevant courses.
• Advanced Computer skills (MS Office and SAP)
• Customer Service Training
• Knowledge and skills:
• At least 3 years’ experience in manufacturing (FMCG)  and quality assurance environment.
• Supply chain Knowledge 

Duties & Responsibilities
Operational:

• Professional and efficient handling of Consumer and Customer complaints.
• Respond to consumers via personal phone calls and/or email.
• Ensure timeous action of uplifts requested by Vector via the SAP uplift process.
• Compiling of consumer vouchers.
• Liaising and resolving complaints.
• Resolve Consumer complaints within 24 hours.
• Assist with the responsibilities of the Customer Care Team Leader in their absence.
• Immediate decisionmaking when liaising with Consumers.
• Establish the value of voucher to be issued.
• Daily followups with other team members to ensure complaints are responded to timeously.
• Daily investigations are done and decisions are made on whether to authorise or reject complaints.
• Information and Data Management:
• Accurate capture of data and maintenance of the National Complaints database

Reporting:

• Compile reports and graphs for internal teams and external Customers
• Distribution of updated complaints database weekly to regions
• Maintaining of records
• Advisory – assist team members within the business on processes that involve complaints, returns, credits etc.

Systems Improvement:

• Advise management on systems and processes requiring improvement.
• Raise awareness of business processes and procedures in communication to internal and external parties.

Teamwork:

• Implements organized and effective work methods
• Participate constructively and willingly as a team player
• Also have the “go the extra mile” approach
• Due to the sensitivity of the function and importance of doing things timeously, actively assist where needed to ensure Customer and Consumer satisfaction