Senior Customer Care Officer - JHB at Amrod

MINIMUM SKILLS AND KNOWLEDGE REQUIRED 

• Standard 10 / Grade 12 or equivalent.
• Experience in a similar position or experience at Amrod or in a similar environment will be advantageous.
• Above average verbal and written
• English communications skills to communicate professionally with customers and internally, both telephonically and by email.
• Above average communication and telephone skills
• Excellent computer literacy (MS Office)Experienced in dealing with customers in a service environment.
• Knowledge of Amtrack will be advantageous.

BEHAVIOURAL DIMENSIONS REQUIRED

• Standard 10 / Grade 12 or equivalent
• Experience in a similar position or experience at Amrod or in a similar environment will be advantageous.Above average verbal and written English communications skills to communicate professionally with customers and internally, both telephonically and by email. Above average communication and telephone skillsExcellent computer literacy (MS Office) Experienced in dealing with customers in a service environment.
• Knowledge of Amtrack will be advantageous.

BRIEF DESCRIPTION OF KEY PERFORMANCE AREA

• Assist with any urgent issues that arise late in the day and need to be followed through (working hours 09.00 – 18.00)
• To be an all rounder for customer care and slot in where the greatest need arises
• Resolve customer queries speedily and satisfactorily by liaising with relevant departments to determine and fix all issues from the beginning to the end (this includes all administration, I.E get branding done, deliveries, push production, correct reporting etc.).
• Investigate issues that arise from clients and determine where the fault came from & record it on Dynamics
• Make decisions on issues that arise and find workable solution for the client, whilst taking into consideration the cost to the company.
• Ability to fill in for all client escalations including top clients
• Re-assign and resolve in-progress cases for specialists who are not in
• Assist in finding solutions for irate clients in collections departments between 17h00 and 18h00 if needed.
• Load and track all cases on dynamics following the SOP’s whilst keeping within the SLA’s to resolve client issues
• Handle courier quotes, bookings and delivery confirmation.  
• Assist irate clients in a professional and diplomatic manner.
• Meet with clients in the showroom to assist with customer care issues.
• Follow through and follow up with clients to ensure that all issues were resolved to the client’s satisfaction.
• Guide and educate clients on “How Amrod Works” and how better to work with Amrod.
• Work hand in hand with other departments to ensure that clients’ expectations are met.
• Adhere to health and safety requirements and ensure compliance at all times.
• Assist in other positions and departments in accordance with operational requirements.
• Maintain and improve housekeeping and hygiene standards within department.