Call Centre Agent - AVI Limited

AVI Field Marketing is a shared services business unit within AVI. Field Marketing focuses on sales and merchandising for the beverages, snacking and cosmetic business units to provide greater focus and to achieve an improved execution at store level. Field Marketing has its very own National Call Centre to support the Field Marketing team.

An opportunity has become available for a Call Centre Agent on a 6-month fixed-term contract basis to be based at the National Call Centre in Isando. The role will entail - answering incoming calls from customers to take orders, enquiries and questions, handling complaints, troubleshooting problems and providing information. The position will report to the Call Centre Team Leader.

Key Performance Areas:

• Customer and sales management
• Administration and Control
• Order Management
• Ensure any discrepancies are followed up with the rep or customer prior to order capture
• Ensure minimum order value/quantity is adhered to
• Ensure all customer/order queries, are appropriately resolved and communicated
• Ensure all orders are correctly routed and that all special requests for delivery or collection are actioned as per Depot procedure
• Forward credit-held orders listing to the Accounts Receivable department prior to the delivery run and advise the buyer when an account is on hold
• Establish and maintain contacts within depots to ensure service requirements are met

Experience Required:

• 2 years of call centre experience inbound and outbound essential
• FMCG industry experience advantageous
• Computer literate - MS Office
• Knowledge of SAP

Qualifications:

• Completed Grade 12 (Matric) essential
• Call Centre certification

Competencies:

• Remain composed and resilient
• Deliver customer service
• Communicate clearly
• Govern and follow rules
• Flexible and open to change