Junior Supply Chain Cc Agent
Gauteng, South Africa
1d ago
source : findojobs-za

Recruitment Description / Key AccountabilitiesEffectively answer queries using several channels, service portal, phone, fax, and emails.

Display excellent telephone and e-mail etiquette at all times. Achieve the agreed target of first call resolution promptly.

Follow the process of capturing and resolving service issues. Secure progression to satisfaction timeously. Utilise references, source documentation, and contact centre systems to deliver correct advice and share information with clients.

Confirm accurate interpretation of policies and procedures to effectively apply applicable and correct resolutions. Prioritise and distinguish between the nature of queries at hand to drive effective and quick resolution (e.

g. normal, urgent, and emergency queries). Provide accurate resolutions for simple queries and enquiries logged by customers.

Effectively manage customer needs through efficient management of cases. Enable a high level of quality, resolution, and support.

Guarantee that correct, relevant, and accurate knowledge is shared with customers at all times. Route queries to the right specialist in the business unit to direct efficient and timely query resolution.

Escalate and report complex queries to senior contact centre agent for resolution. Secure continuous alignment with business strategy and processes.

Accurately log, classify, and track queries according to contact centre standards. Create and update data accurately and promptly.

Apply evidence-based SHE practices in alignment with set standards for safe operations. Implement Sasol Group's risk philosophy and enterprise risk management framework.

Build and maintain positive relationships with internal stakeholders to resolve customer queries effectively. Continuously improve own skills and knowledge.

Complete, implement, and track personal development plan to attain personal performance goals. Formal Education High School / School Diploma or similar Min Experience 3+ relevant years Certification & Professional Membership None Competencies Customer Focus : A continuing focus on the needs and requirements of customers and clients, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.

Data Management : Knowledgeable of the theory, purpose, architecture and design of the management, administration and relationships of the organization's data.

Problem Solving : Is a step-by-step process of defining a problem, searching for information, and testing a series of solutions until the problem is solved.

In involves critical thinking, analysis and persistence. Relationship Management : The conscious aim to develop and manage long-term and / or trusting relationships with internal or external customers, distributors, suppliers, or other parties in an environment which can include marketing, selling, servicing and other areas where a relationship is crucial to on-going success.

At a senior level, it includes C-level relationships with senior management such as CEO Chief Executive Officer , CIO Chief Information Officer , and CFO Chief Financial Officer .

Reporting : The ability to access information from databases, forms, and other sources, and prepare reports according to requirements.

Self-Mastery : Takes accountability for driving own growth through developing self-awareness, reflecting, seeking feedback and self-correcting Total Quality Management : The strategy for continuously improving the quality of process output, based on five fundamental principles of Customer Focus, Continuous Improvement, Measurement, Total Involvement and Systematic Support.

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