Call Centre Consultant - AVI Limited

The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis.

As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front-runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offerings.

An exciting opportunity exists for a dynamic, well-spoken individual with a sales drive to join our enthusiastic Call Centre team. This is your opportunity to work with quality brands that enrich our clients' lives. The successful incumbent will be based at our Bryanston offices.

Line Manager: Call Centre Team Leader

Job Specification:

Key Performance Areas:

• Answer phones professionally
• Respond to customer enquiries and provide first call resolution
• Research required information using available resources
• Handle and resolve customer complaints
• Provide customers with product and service information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Telephonic Sales experience in an FMCG environment
  
  

Telesales:

• Responsible for total territory management by ensuring Customer call cycles contact details are correctly loaded
• Advise customers of related price increases, relevant promotions and specials
• Capture customer orders accurately in a proficient manner
• Promote and Sell full range of products
• Communicate out of stock products to customers
• Communicate out of stock & stock requirements to the correct channels internally
• Escalate unresolved queries to Manager, providing details and actions taken
• Be knowledgeable of distribution operational procedures and policies
• Target Achievement
• Monitor service level report daily
• Monitor orders vs stock availability & manage demand correctly
• Monitor call lists vs strike rate on a daily basis
• Use deals provided by Key accounts to sell
• Manage process of sell in prior to price increases
• Address all pricing and delivery issues
• Sell in new lines and increase the basket
  
  

Minimum Requirements:

• Matric essential
• SAP knowledge essential
• Proficient in MS Office
• Minimum of 5 years call centre experience inbound and outbound essential
• FMCG industry experience essential
• Call Centre Sales experience essential

Competencies:

• Deliver Customer Service
• Work with Others
• Governance and rule following
• Remain Composed and Resilient
• Flexible and open to change
• Communicate Clearly