Junior Supply Chain CC Agent - Secunda - Sasol

Description

Sasol is a global integrated chemicals and energy company with a 70-year heritage.

Through our talented people, we use our expertise and selected technologies to safely and sustainably source, manufacture and market chemical and energy products globally. We invest in our employees along every stage of the career path and offer development opportunities to help you cultivate your career in a culture that embraces diversity and inclusion.

Job Overview

We are seeking a highly skilled and experienced customer service professional to join our team as a Contact Centre Agent.

Key Responsibilities

• Act as the first point of contact through several channels including phone, email, and in person to provide first call resolution where possible.
• Facilitate effective and efficient customer service and case management.

The successful candidate will be responsible for:

• Effectively answering queries using several channels, in person, phone, and emails.
• Verifying that queries are accurately logged, classified, and tracked according to contact centre standards.
• Capturing and resolving service issues in a timely manner.
• Utilising references, source documentation, and contact centre systems to deliver correct advice and share information with clients.
• Confirming accurate interpretation of policies and procedures to effectively apply applicable and correct resolutions.
• Prioritising and distinguishing between the nature of queries to drive effective and quick resolution (e.g., normal, urgent, and emergency queries).
• Managing customer needs through efficient management of cases and driving a high level of quality, resolution, and support.
• Routing queries to the right specialist in the business unit to direct efficient and timely query resolution.
• Escalating and reporting complex queries to senior contact centre agents for resolution.
• Applying evidence-based SHE practices in alignment with set standards for safe operations.
• Adhering to Sasol Group's risk philosophy and enterprise risk management framework.
• Maintaining positive relationships with internal stakeholders to resolve customer queries effectively.
• Continuously improving own skills and knowledge by completing, implementing, and tracking personal development plans to attain personal performance goals.
• Demonstrating excellent telephone and email etiquette at all times.

Requirements

To be considered for this role, you will require:

• A High School / School Diploma or similar qualification.
• A minimum of 5+ relevant years of experience in Supply Chain.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and prioritise tasks effectively.
• Strong analytical and problem-solving skills.
• Ability to maintain confidentiality and handle sensitive information.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for career growth and development.

Sasol is an equal opportunity employer and welcomes applications from suitably qualified individuals from diverse backgrounds.