Purpose of the Job
To act as a liaison between the customer and operations, understanding the customer requirements, the ability to assist them over the phone and effectively translating this information to operations to execute.
Key Responsibilities
Customer Relations
- Receive, action and resolve queries within 45 minutes and close off the collection
- Ensure details on a collection request are accurate
- Generate sales leads on calls received
- Hand all unaccepted quotes to Sales to be followed through
- Manage and resolve all subcontractor and agent queries
- Receive and execute collection requests telephonically
- Ensure constant awareness of any operational difficulties and advise customers accordingly
Reporting
- Identify statistics required to assist in managing the branch
- Develop methods of being able to extract statistics information
- Constantly maintain available statistics
- Analyse all monthly reports
- Advise the Sales department of none/reduced usage by regular customers
Communication
- Encourage positive communication between departments
- Liaise with customers and Value Express to execute services of collection, delivery, query or quote
- Liaise with operations to ensure customers’ requests are carried out
- Liaise with Managers with regards to accounts on credit hold
Administration
- Ensure all daily report inputs have been actioned
- Ensure all billing paperwork is reconciled and handed to operations
- Receive quote requests on email and telephonically; action and close off within 45 minutes
- Receive all claim related queries, compile claim pack with information received from operations and hand over the claim pack to Administration Manager
Adhoc
- Maintain and encourage professional conduct
- Assist in relevant operations/operational functions as required
Minimum Requirements
- Grade 12 (Matric)
Skills Required
- Excellent communication skills (Both Written and Verbal)
- Query resolution
- Proficiency in Microsoft Office Suite
- Report writing and Analysis