PURPOSE:

Primary purpose of a Customer Relations Officer is to handle the concerns of the people who buy the companys products/ services. They work to rectify issues experienced by individual customers as well as aim to improve the organizations overall customer satisfaction ratings.

REQUIREMENTS:

Grade 12 (Matric) or relevant NQF Level 4 Qualification.
Exposure in the meat industry will be an advantage.
Applicable tertiary Qualification Diploma or Degree
Familiarity with office software and phone systems a plus
Minimum of 3 years experience in customer support
Good Communication Skills (Verbal and Written).
Attention to Detail.
Thoroughness and Accuracy.
Market knowledge
Ability to Function Under Pressure.
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
High school diploma or equivalent; college degree preferred
Ability to Work Independent

KEY RESPONSIBILITIES:

Customer Records

Open and maintain customer accounts by recording account information
Maintain financial accounts by processing customer adjustments
Maintains customer records by updating account information
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analysing customer information
Keep records of customer interactions, process customer accounts and file documents
Close out or open call records

Customer enquires

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Contribute to team effort by accomplishing related results as needed
identify and assess customers' needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Attempt to persuade customer to reconsider cancellation
Inform customer of deals and promotions

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