Customer Service Coordinator

SUMMARY:
The Role:

RTT Distribution invites suitably qualified candidates to apply for the Customer Service Team Leader position based in Jetpark. The role is responsible for managing a team of customer service agents, specific to DB Schenker Customer Base, to ensure that the team functions effectively and efficiently. The Customer Service Team...

POSITION INFO:
The Role:

RTT Distribution invites suitably qualified candidates to apply for the Customer Service Team Leader position based in Jetpark. The role is responsible for managing a team of customer service agents, specific to DB Schenker Customer Base, to ensure that the team functions effectively and efficiently. The Customer Service Team Leader will similarly be responsible for providing excellent customer service to all Schenker clients by attending to their needs / queries promptly, and in a professional manner in order to promote a positive image for the company.

• 3-5 years of experience in customer service

• Preferred 2-3 years of experience in a supervisory role
• Strong presentation skills
• Thorough understanding of communication techniques and practices
• Proven self-starter with initiative and motivation
• Prior experience working in sales and relations
• Outstanding time management skills
• Exceptional written and verbal communication skills
• Methodical with attention to detail
• Organizational skills with the ability to manage numerous priorities at once
• Basic computer skills and excellent phone disposition
• Computer literacy - Intermediate excel level essential

DB Schenker Customer Base - specific

• Ensure customer services agents operate professionally and that customers are provided with timeous feedback consistently
• Manage reports on a daily basis to ensure reporting procedures are adhered to
• Assist and resolve query escalations
• Liaise with RTT Distribution operational hubs to ensure customersâ?? consignments are delivered correctly and within each customerâ??s specific SLA

• Liaise with DB Schenker/their customers on all levels telephonically and in writing and also on a personal basis from time to time (meetings, etc.)

• Guide and assist the members of the team
• Monitor the teamâ??s time and attendance as well as performance
• Assist with training/coaching and development
• Monitor the logging of customer queries/non-conformations deliveries etc.
• Monitor telephone recordings to ensure calls are handled professionally at all times- and escalate to ensure Management intervention when necessary
• Maintain and update knowledge base
• Handle customer surveys
• Ensure SLE4 Query System procedure is fully adhered to

• Ability to foster and maintain relationships
• Positive and service-oriented attitude
• Ability to thrive in a fast-paced and high-pressured environment
• Willingness to work independently or as part of a team
• Communications Proficiency
• Self-motivated
• Ability to support/motivate a team

• Grade 12 Senior Certificate (Matric)

NB! This job is now closed. You can apply for other jobs by uploading your CV.