Contact Centre Agent

AVI Field Marketing is a shared services business unit within AVI. Field Marketing focuses on sales and merchandising for the beverages, snacking and cosmetic business units to provide greater focus and to achieve an improved execution at the store level. Field Marketing has its very own National Call Centre to support the Field Marketing team.

An exciting opportunity has become available for a Contact Centre Agent on a permanent basis to be based at the National Call Centre in Isando. The successful incumbent will be responsible for answering incoming calls from customers to take orders, enquiries and questions, handle complaints, troubleshoot problems and provide information.

Line Manager: Call Centre Team Leader

Job Specification:

Key Performance Areas:

• Customer and sales management
• Administration and control
• Order management
• Ensure any discrepancies are followed up with sales representative or customer prior to order capture
• Ensure minimum order value and quantity is adhered to
• Ensure all customer and order queries, are appropriately resolved and communicated
• Ensure all orders are correctly routed and that all special requests for delivery or collection are actioned as per depot procedure
• Forward credit held orders listing to accounts receivable department prior to the delivery run and advise buyer when an account is on hold
• Establish and maintain contacts within depots to ensure service requirements are met

Minimum Requirements:

Experience:

• A minimum of two (2) years call center experience (inbound and outbound) is essential

Qualifications:

• A completed Matric / Grade12 qualification is essential
• Call Centre certification is advantageous

Additional Requirements:

• FMCG industry experience will be advantageous
• Computer literate – MS Office
• Knowledge of SAP will be advantageous