Customer Service Consultant

Salary: Market related

Location: Sandton, Johannesburg

Industry: Manufacturing

Reference Number: MJ.H.LT.21102024

COMPANY DESCRIPTION:

Our client, a leader within optical lens manufacturing is looking for a Customer Service Consultant to join their team as soon as possible.

JOB DESCRIPTION:

To aid directly and indirectly all customers to facilitate ease of ordering, tracing orders and resolving technical queries. To aid sales and marketing team to ensure growth and to iron out any difficulties encountered with respect to pricing, systems, customer retention and overall company growth.

MAIN DUTIES & RESPONSIBILITIES:

Customer Queries Incoming and Outgoing

• Attend to customers across all contact mediums including Phone, Email, WhatsApp, Facebook Hub, Chatbot, Service Console and any other mediums not mentioned
• Attend to all queries, whether related to Product, Price, Technical, Program/Webpage, Companies Tracers or any other queries
• Companies Program (online ordering) problem solving via Phone, Email, Messaging
• Capturing of Phone, Email, Messaging and Fax orders when received for processing
• Keep adequate and full record in captured electronic form to be utilised in feedback sessions

Customer Account Monitoring and Growth

• Monitor and assist to provide correct turn-around times of all orders for Customers Accounts assigned, (in conjunction with internal lens chasers and production Team Leaders)
• Manage Customers Accounts in terms of lens and product usage data to ensure customers product growth targets are met
• Report to Management on all customer complaints and keep record in captured electronic form to be utilised in feedback sessions
• Store activation: Initiate contact with customers and provide product/sales information to improve lens usage
• Assisting with credit requests from customers
• Deliberate and accurate capturing of customers account is required. All communication and order processing must be traceable electronically in a reliable, easy to find format
• All communication forms to be recorded in Salesforce
• Effective, targeted, and accurate communication with customers and frontline practice employees

Sales Team Support

• Support in-market Area Sales Managers with tools to ensure continued revenue growth in the region
• Assist Area Sales Managers with urgent requests as well as technical or non-adaptation information requests
• Assist Training Team with details and information for training needs at practice level
• Effective, targeted, and accurate communication with companies ASMs

Written Communication

• Support and answer all WhatsApp and various text messages within a 5 to 10-minute window
• Continuously add more customers on WhatsApp / Text for easy communication to actively reduce incoming telephone calls to the call centers across all Companies, Branches and Departments
• Continue to uphold professional communications with full sentences, adequate punctuations, and grammar

Production Support

• Attend to all customer own query tickets within a day to ensure all queries / concerns are attended to promptly and satisfactory to all parties involved. Ensure all communication is documented and correctly tagged and labelled to ensure smooth completion of all queries and orders
• Cancel all relevant query tickets and refer to correct reference tray on the same day (within the shift worked period)
• Place orders for customers in a timely manner
• Receive and unpack orders timely with great care so as not to Mix-up orders, damage frames or lenses and for reduction in delays
• Ensure no chemicals / abrasive substances / cloths are used on sensitive frames and lenses materials
• Ensure absolute care when handling frames and lenses, securing all packets to avoid losses of parts and goods
• No eating / drinking allowed in the vicinity of any lenses or frames materials, the canteen is to be utilised for this function during company tea and lunch breaks
• For frames and lenses protection - no dangling jewelry, robust finger rings, or long fingernails when working with customers frames or lenses. Please ensure clean sanitized, dry hands before working on / with customers frames and lenses. The protection of the customers goods and time management is expressly important
• Lens holding procedures to be followed when working with any optical lenses

Management Support

• Assist your direct Supervisor and all Departmental Managers with any assistance required
• Further your personal growth by indicating to relevant managers should you prefer to receive training in specific departments / roles
• Assist across all Companies, Departments, Branches with heavy workloads, where possible, to reduce poor customer communications, delayed / missed calls and slow message answering, poor production output and workflows and low yields
• Assist management with ideas on better workable systems within the lab environment, reducing our footprint, resulting in higher quality output and decreased wastages across all departments
• Continuously utilise learning programmes offered by the Company to further personal growth
• Meet targets set for the team
• Adhere to deadlines provided for projects and tasks
• Assist with overtime work when required
• Plan and prepare your workday arrive prepared and on time
• Provide adequate medical certificates where needed
• Apply out of office notifications to email and company cell phone to avoid customer dissatisfaction and communication delays
• Communicate concerns

TRAINING REQUIREMENTS:

• Basic training will be provided during the first 2 weeks
• Subsequent on-the-job training will be provided
• Bi-weekly Calls Evaluations, and Training Procedures
• Continued Product and Optics Training and Development
• Security Training Online Presence / Cyber Safety
• POPIA Protection of personal information for Company, Customers, Patients, Suppliers, and any other subsidiaries or affiliates of the Company
• Cross-Departmental / Company / Branch training is done for and with all employees to assist in fluent workflows across all company processes for maximum output, and employee growth and exposure to new opportunities

EDUCATIONAL REQUIREMENTS:

• Grade 12
• Optometry Degree / Dispensing Diploma

EXPERIENCE AND SKILLS REQUIRED:

• Optometric Practice Experience - An Advantage
• Optical Laboratory Experience - An Advantage
• Working in a Team Requirement
• Optical Knowledge - Preferable
• Microsoft Office Skills - Essential
• Professional Verbal and Written Communication - Essential
• Excellent Time Management Essential
• Excellent attention to detail Essential
• Strong Problem-Solving Skills - Essential
• Linked-In Learning Navigation - Adequate self-assistance
• Salesforce Experience - Preferable
• Experience in Call Centre Environment - Preferable
• Multitasking, working between different devices and screens, programmes, and webpages - Essential
• Can-Do attitude with willingness to learn and grow with the company Essential

POPIA

By Submitting your CV, you confirm that:

1. We may retain your personal information in our database for future matching.
2. We may contact you when suitable opportunities arise.
3. The information you have provided to us is true, correct and up to date.

We endeavour to reply to each and every application, however, should you not hear back from us within 14 days please consider your application unsuccessful.