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 the store level. Field Marketing has its very own National Call Centre to support the Field Marketing team.

An exciting opportunity has become available for a Call Centre Agent on a permanent 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, handle complaints, troubleshoot problems and provide information. The position will report to the Call Centre Team Leader.       

Line Manager: Call Centre Team Leader

Job Specification:

Key Performance Areas:

• Customer and sales management
• Administration and Control
• Order management
• Ensure any discrepancies are followed up with the sales representative or customer prior to order capture
• Ensure minimum order value and quantity are adhered to
• Ensure all customer and 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 buyer when an account is on hold
• Establish and maintain contacts within depots to ensure service requirements are met

Experience Required:

• A minimum of two (2) years of call center experience (inbound and outbound) is essential
• FMCG industry experience will be advantageous
• Computer literate - MS Office
• Knowledge of SAP will be advantageous

Qualifications:

• A completed Matric / Grade12 qualification 
• Call Centre certification