Customer Service Consultant - Port Elizabeth at Saint-Gobain

Why do we need you ?

• Inspire customer confidence through timely, reliable, and professional communication. Maintain a cadence of communicating with customers about their order life cycle phase by managing all customer inquiries, namely inbound calls, emails, and other correspondence, in accordance, thus improving and maintaining On Time in Full (OTIF) and Customer Service Index (CSI).
• Lead and deliver service initiatives and manage all phases of a customer order lifecycle to ensure a successful OTI process whilst ensuring attention to detail is maintained when processing customer orders and inquiries, to eliminate errors, and escalate when required.
• Identify the most critical aspects of a problem and guide business-focused solutions and recommendations that drive customer value. Initiates changes to orders as and where required and enables decision-making to act with the total picture.
• Meet or exceed customer expectations by going above and beyond in delivering the highest quality service and demonstrating an appropriate sense of urgency and an attitude of agility when resolving customer issues to ensure effective resolution by providing the correct information.
• Help protect the core value of the relationship with customers by identifying opportunities beyond standard orders and communicating to sales teams to help them grow the business.
• Contribute to implementing the departmental strategy as set by the departmental manager.
• Represent the voice of the customer by recognizing and pro-actively communicating customer feedback trends to relevant stakeholders to contribute valuable input and ideas into initiatives and subsequently promote these initiatives.
• Provide operational support for the customers under your management for all issues related to any internal challenges by actively demonstrating and applying knowledge and good practice of resources, policies, procedures, and tools to provide accurate and timely responses to customers.

Is this job for you ?

• The ideal candidate should have 3 to 5 years of overall work experience in the customer service industry, of which at least 1-2 years must be demonstrable experience in a call centre environment or working in customer service dept with a customer base of repeat orders and interactions.
• The applicant must be Matriculated and qualified in Business Administration, Sales, and/or Marketing. Proficiency in ERP systems such as SAP, QlikView, Microsoft Office, and contact centre phone systems is required.
• A candidate with experience navigating various computer systems and platforms is required for the position.
• Proficient in written and spoken English, with exceptional abilities in business communication (such as business language and telephone etiquette).
• Excellent attention to detail and a fully customer-centric mindset are essential for this role.
• Outstanding organizational and planning abilities to guarantee efficient workload management.