AVI Limited
Job Details
Minimum experience
Associate
Company primary industry
FMCG
Job functional area
Customer Service
Job Description
AVI Field Marketing, a division of AVI Limited, handles the sales and merchandising for the beverages, snacking, and cosmetic business units to ensure improved execution at the store level.An exciting new opportunity, therefore, exists for a Call Centre Team Leader. The successful applicant will be required to perform a customer service function, team performance and administration control. 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.Key Performance Areas:Team PerformanceEnsure Call centre agents receive inbound telephonic customer orders in a proficient manner, on time, accurately, and within set parameters ensuring orders are captured liveEnsure EDI orders are processed on time, accurately, and within set parametersEnsure reverse sales orders are processed on time, accurately, and within set parametersEnsure Call centre agents capture all orders from internal Customers on receiptEnsure that the service level agreements are achieved based on the calls answered within the stipulated timeframesMonitor performance and ensure targets are achievedEnsure planning, performance & feedback meetings are heldEnsure all call lists are reallocated as and when necessaryEnsure all call assessments are conducted on agents based on inbound and outbound calls on a weekly basisEnsure agents use the order verification process to guarantee 100% correctness of order capturingAd hoc duties as and when requiredAdministration and controlEnsure daily activity and incompletion reports are actioned timeouslyCheck & action activity reports twice a dayProvide data and reports as and when requiredAdhere to standard operating processes of the call centerAssist in training of new staff members to the required standard operating procedures of the call centerReport master data inaccuracies to Call Centre Supervisor and ARUpdate customer call lists and ensure accuracy of call cycles(NOD / NDD)Assess viability and obtain authorization prior to processing special deliveriesCommunicate unresolved customer problems to Call Centre Supervisor providing details and action takenRespond to Internal & external customer enquiries and provide resolutionAssist with the drawing up of holiday plans before public holidaysEnsure pricing queries for all customers are addressedEnsure any discrepancies are followed up with rep or customer prior to order captureForward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when the account is on holdPeople ManagementEnsure IR matters are documented and reported to the SupervisorEnsure that all time management is addressed with all agentsEnsure all staff is well informed of all processes, procedures & policiesEnsure all leave requests are attended to, once approved via email employee’s capture on SAP.Apply AVI Field marketing culture effectivelyExperience:2 – 3 years of Call Centre experience1 – 2 years of Supervisory experienceQualifications:Completed MatricA completed tertiary qualification (Customer Service / Call Centre / Sales / Marketing / Retail Management) advantageousAdditional Requirements:SAP working knowledgeFMCG industry experienceKnowledge of the Call Centre environmentProficient in Microsoft OfficeCompetenciesInitiate and achieve resultsCommunicate clearlyRemain composed and resilientManage people and teamsAnalyse and solve problemsDeliver customer serviceWork with othersGovern and follow rules
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