CIC Agent - Senior Process Associate - English
Isando, South Africa
16h ago


  • Order Generation Ensure all documented order generation processes are applied Take accountability for successful order generation as per the customer’s request Ensure additional opportunities are capitalized upon such as : cross-selling, up-selling, layer and pallet selling Execute campaigns Penetrate focus brands and packs (new and existing) Introduce customers to new product offerings Develop and maintain professional relationships with customers and ensure that expectations have been met Ensure feedback to the customer when order management principles are applied
  • Query Resolution Attend to the customer query as per the query resolution process Attend to the customer's query in an efficient and professional manner through determining the reason for the call and if it is a new or existing query At the point of warm transfer, ensure that the credit representative is aware of and understands the history of the query with the relevant detail required, thereby ensuring that the transfer is accurate and complete Attend to various customer queries including order status, pricing, general account queries, special events, sales, sponsorship, delivery, master data, asset and equipment, packaging and installation queries Provide the customer with feedback during and upon final resolution
  • General Accountable for keeping customers up to date and owning resolution of issues within the limits of the systems and tools provided.
  • Attempt to retain customers that indicate an intention to start using competitor brands; utilise escalation if necessary Educate customers in the use of the company products and services Manage individual career development and training in conjunction with the Team Leader and Quality Coach

    Qualifications we seek in you!

    Minimum qualifications

  • Matric certificate (mandatory) Customer service experience Good typing skills, data capturing ability Administration skills Computer literacy (MS Office) Fluent in English and another official South African language preferably Afrikaans, isiZulu, seSotho General understanding of the NCA
  • Preferred qualifications / Skills

  • SAP CRM experience Call centre certificate (or relevant tertiary qualification or diploma or working towards one Excellent customer interaction skills Excellent telephone skills and etiquette Customer focused attitude Ability to reason and problem solve Good clear communication skills Excellent listening skills Displays helpful and friendly attitude Builds and maintains a professional working relationship with all customers (including internal customers) at all times.
  • Displays customer empathy and understanding Organising and planning skills Ability to operate under pressure Self-motivator and self-starter Ability to work in a team Willingness to work during weekends.

    Persuasiveness and selling ability. Strong achievement orientation Self-management practices understood and applied

    What can we offer?

  • Attractive salary and benefits such as Medical Aid, Retirement and risk benefits Work in a multicultural environment; Various trainings (technical & soft skills);
  • Development opportunities in a growing multinational company;
  • In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role.

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