Descrição


To deliver the best possible Distributor Service at all times to all company’s Distributors. To co-ordinate and handle all distributor queries and complaints to ensure distributor satisfaction. Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Requisitos


Education level – Grade 12 plus 2 years administrative experience · Relevant Tertiary Qualification an advantage · Good command of English, both verbal and written; an additional Language will be an advantage. · Relevant Past Experience involving Customers Services essential · Relevant Computer Literacy Behavioural Skills · Excellent communication, teamwork and relationship building skills · Excellent Interpersonal skills · Must be detail orientated · Efficient time management skills and the ability to handle simultaneous deadline pressure · Excellent planning and organizing skills · Must be dependable and conscientious · Emotional Intelligent and Mature · Listening skills · Problem analysis and problem solving · Customer service orientation · Attention to detail · Good Judgment · Adaptability · Stress tolerance · Resilience

Funções


· Handle all queries brought forward by Distributors or other departments pertaining to Distributors · Obtain Distributor information via answering telephone calls; emails or any other means; verifying Distributor information etc. · Provide Distributors / customers with product and service information, written or verbal · Determines eligibility by comparing client information to requirements · Informs Distributor by explaining procedures; answering questions; providing information and/or sourcing it from relevant Departments and any company’s communication · Research required information using available resources · Identify and escalate priority issues · Maintains communication equipment by reporting problems · Complete Call Logs, Query Logs and maintain them; Make sure they are up to date and generate reports when necessary · Document all call information according to standard operating procedures · Accomplishes sales and organization mission by completing related results as required · Maintains quality results by adhering to standards and guidelines of company’s · Updates job knowledge by attending training and studying all new rules, procedures, policies etc. · Able to work flexi hours to suit the requirements of the Business Operating Hours Order Queries · Handle any queries relating to orders, which include short deliveries, short payments or over payments, incomplete orders etc. These queries will include personal and telephonic contact as well as written correspondence · Recording all queries on a Query Handling Form – following form through to completion · Filling in product complaint forms · Checking if faxed orders have been received · Changing orders from collect to delivery or vice versa Team Production · Putting through qualification orders, transferring Point Value, contacting the President’s Team and World Team with results, faxing team points · Working out commissions, processing of Point Value/Bonus Volume transfers · Maintaining updated distributor information on the AS400 · Contacting Distributors with returned mail · Requesting re-issuing of cheques – correction of information on cheques Fax Operator Duties · Receive orders per fax, What’s App, email, telephone; and enter on fax program · Log and keep record of all orders, renewals and application that are captured in the fax department · All paperwork must be processed before day-end · Any other work that may be requested Order Processing Duties · Processing of orders, applications and renewals · Sorting out queries on orders · Banking and balancing of the daily cash listing · Following up on unidentified deposit slips · Handling card post queries and phoning for authorization · Processing of warehouse requisitions and staff orders · Processing International orders · Assist with balancing & banking of cheques/card post for all processors in the DC Office Duties · Splitting of prints · Any other office work that may be requested · Check that faxes; WhatsApp and emails are processed as they come in · Must check that faxes are in sequence for processing · All paperwork must be processed before day-end · Refunds of duplicate orders · Filing of the Daily Cash Listing and Bank Reconciliation prints Month End · Putting through qualification orders · Checking qualified levels of distributors and confirming qualifying status with distributor · Sorting, splitting and collating month-end prints · Distributing month-end prints · Processing money to follow orders and off commission orders · Packing of pins and company’s communication General Duties · Perform any function that may be reasonably required from time to time · Ensure that the DRO area is kept neat and tidy at all times · Alternating between telephone queries and front door queries · Need to log into the telephone system on a daily basis.

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