Customer Service Agent (Centurion)

SUMMARY:
The Role:

• To ensure the specific requirements in line with the IHS Service Level Agreement are met.
• To ensure that customer as well as statutory and regulatory requirements are met.
• To enhance customer relationships and to meet organisational and operational objectives.
• To ensure that the requirements of the Qua...
  
  

  POSITION INFO:
  The Role:

  • To ensure the specific requirements in line with the IHS Service Level Agreement are met.
  • To ensure that customer as well as statutory and regulatory requirements are met.
  • To enhance customer relationships and to meet organisational and operational objectives.
  • To ensure that the requirements of the Quality Management System (QMS) are consistently complied with.
  Skills and Experience:
  • Experience with customer service software, databases and CRM tools would be beneficial
  • Computer Literate
  • 1 â?? 2 years previous customer service experience
  • Active listening skills â?? giving full attention to what other people are saying, taking time to understand the points being made and asking appropriate questions.
  • Problem Solving Ability â?? identifying problems and reviewing related information to develop and evaluate options and implement solutions.
  • Service Orientation â?? actively looking for ways to help deliver World-Class customer service
  • Good telephone etiquette â?? Must be able to work with various types of customers
  Key Accountabilities:

  Accountabilities

  • Meet the requirements of the current IHS Service Level Agreement.
    • • • Collection/ Upliftments
          • • Alcon collections/ upliftments: All upliftment requests collected and returned to IHS within 2 days.
            • Target for month: 99% -1%
            • All other collections/ upliftments: All upliftment requests collected and returned to IHS within 5 days
            • Target for month: 99% -1%
        • Fridge line
          • • If delivery cannot be made within 19 hours of delivery, the fridge line is to be returned to the nearest IHS branch prior to the expiration of the fridge line.
  • Meet customer as well as statutory and regulatory requirements.
  • Maintain and enhance customer relationships and meet organisational and operational objectives.
  • Comply with the requirements of the Quality Management System (QMS)

  Role Responsibilities              

  • Make the necessary bookings for Clicks, CJ Midrand and Dischem DC
  • Provides timeous feedback on delivery queries to IHS personnel
  • Resolves problems concerning exports and customer issues
  • Participates in audits
  • Ensures the achievement and maintenance of agreed customer service levels and standards
  • Complies with the applicable RTT company policies and procedures 
  • Complies with the requirements of the RTT Safety, Health and Environment (SHE) systems.

  Daily reports to be submitted to IHS/RTT:

  • Consignment search report - IHS and RTT
  • CRM report - RTT only
  • Fridge line report on verbal conformance - IHS and RTT
  • POD tracker report (e.g. Alcon, Aspen, Dr Reddyâ??s, Galderma, Janssen, Mylan etc.) - IHS and RTT

  Monthly reports:

  • Provides the information required for the Pillars report to RTT.
  Personality and Attributes:
  • Good communication and interpersonal skills
  • Good time management / organizational skills
  • Flair for problem solving display initiative
  • Ability to multitask
  • Attention to detail
  Qualifications:
  • Matric Certificate
  
  
  

   

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