Customer Service Advisor - Durban, South Africa - KURA SA

KURA SA

Verified Company

Durban, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

PURPOSE OF JOB

The Call Centre Advisor is responsible for providing a friendly, helpful service to Representatives, Sales Leaders, Customers and Business Development managers who contact Avon via any channel.

This could be sorting out a missing item, a balance query or anything in between by putting the Reps, Sales Leaders, Customers and Business Development managers first - understanding the impact of the issue on their business and ensuring all necessary steps are taken to ensure first call resolution.

KEY RESPONSIBILITIES

To achieve set KPI's as laid down through the PMP process
Ability to gain information through effective questions in order to make factbased decisions regarding issue resolution in order to drive representative satisfaction
Excellent communications skills with the ability to work across cross functional boundaries
Ability to work as part of a multifunctional team to achieve set targets
Being able to explain, understand and resolve complex issues to achieve representative satisfaction
Ability to resolve customer issues and make decisions to drive representative satisfaction and aid retention
Acts as an Ambassador for Avon with the Rep always being at the heart of the business
Understands the Reps business and actively promotes current initiatives & incentives either through upselling or other agreed valueadded initiatives.
Positive engagement with Team Leader and colleagues.

EDUCATION AND QUALIFICATIONS

Matric / Equivalent
Minimum one year experience within an International (UK, US, Australian) call centre campaign.
Minimum 6 months experience on an international retail campaign within a call centre
Customer service experience essential
Experience in reconciling would be preferred but not essential providing proven numeracy skills

SKILLS, KNOWLEDGE AND CAPABILITY

Essential (General)
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Detail orientation: You pay attention to detail in order to produce high quality output, no matter what the pressures
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Flexibility: You remain adaptable and flexible in the face of unfamiliar or changing situations
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Enthusiasm: You demonstrate passion and energy when communicating goals, beliefs, interests or ideas
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Initiative: You take independent action to make things happen and achieve goals

Essential (Call centre related competencies):