Customer Contact Coordinator, Kraaifontein
Durban, NL, ZA
5d ago

Position Description

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.

Challenges :

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

Qualifications :

Matric + Diploma Essential.

Preferably studying towards a business degree.

Experience :

3-5 years Accounts & Reconciliation 3 years Customer Service

Skills and Knowledge : Analytical Skills

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.

We're excited you're here to learn how we'll leverage our family of growth companies to accelerate your career. Brambles companies employ more than 14,500 people in over 60 countries, committed to connecting people to life's essentials, every day.

Our people are shaping a smarter, more sustainable future by changing the way business makes, moves and sells goods in every corner of the world.

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