Function / Department : Customer Support - Asset Management
Position Purpose : To be the first point of contact for all CHEP customer enquiries and assistance. The role involves owning and resolving the queries within the agreed SLA timescales, through efficient workload management, investigation, analysis and communication with all CHEP customers and departments.
Major / Key Accountabilities :
The Customer Service ethos is to provide a high quality, first point of contact query resolution for our customers. The team work cross functionally, developing effective working relationships to ensure customer queries are resolved to facilitate customer loyalty and high levels of customer satisfaction.
This role suits individuals who have strong interpersonal skills with the ability to build excellent customer relationships.
Candidates who are focused on delivering service excellence, problems solving and have a real interest in getting things right for the customer will thrive in this role.
Responsibilities include :
Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues
Conducting Health Checks and Scheduled calls on customer accounts and providing feedback and corrective recommendations to the customer and Business Manager
Customer account reconciliations (Master Control Card / Inventory Recon)
Identification and Investigation of credit equipment balances
Analysis and resolution of suspended movements
Investigate and resolve queries from the business & customers
Follow up with customer and business to ensure the recommendations are adhered
Accurate processing of client requests on Siebel
Electronic System Support to local client base (EDI)
Manage the helpdesk function (if applicable)
General office administration
Participate in Team Projects
Participate in customer stock counts
Serve as backup for TEMS and other staff within the team
Assist in any other task as delegated by management.
Resolving difficult and complex queries
Dealing with difficult customers
Delivering high quality customer service at all times
Exceeding customer expectations
Managing high volume, fast pace workload
Matric + Diploma Essential.
Preferably studying towards a business degree.
3-5 years Accounts & Reconciliation 3 years Customer Service
Skills and Knowledge : Analytical Skills
Excellent communication skills at all levels
Basic IT knowledge
Time Management & Prioritisation
Knowledge of Siebel, Portfolio and EDI would be an advantage
Proficiency in Word & Excel is essential.
Team Players who are systematic, accurate, patient, non-aggressive and service orientated will be the best suited to handle this position.
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