Customer relations

The after-sales officer tracks service quality and handles customer complaints, maintaining a balance between the interests of the customer and the company.

Processes after-sales requests

• Handles requests from customers (in person or over the phone) for product- or service-related technical support and corrective or predictive maintenance
• Handles customer complaints
• Carries out a preliminary assessment where circumstances allow
• Explains technical issues to customers
• Approves the waiving of charges for after-sales requests
• Transfers requests to the relevant departments

Monitoring and oversight

• Monitors the progress of complaints and provides support throughout the problem-solving process as required
• Ensures that high standards of service are met
• Keeps abreast of product and service trends and developments within area of responsibility

Reporting

• Escalates complaints to the relevant departments (technical, sales, etc.)

The customer adviser handles telephone enquiries from customers or prospects. These calls may cover matters including information, prospecting, sales, after-sales service, overdue payments, business relationship management and technical support.

Greeting and advising

• Greets the customer and considers the nature of their enquiry and their needs and expectations
• Analyses the customer’s request and provides an immediate, personalised solution
• Solves the issue or escalates the call in accordance with the agreed escalation procedures

Selling products or services

• Carries out prospecting activities
• Builds a portfolio of customers
• Sells products or services that match the customer’s request
• Adjusts advice according to the customer’s requirements
• Conducts a sales call (highlights the features and benefits of the product or service, deals with objections, etc.)
• Carries out loyalty-building activities

Overdue payments

• Calls debtors whose accounts are in arrears
• Listens to the debtor’s reasons for the arrears
• Works with the debtor to review their financial position
• Agrees on a debt repayment plan with the debtor

Technical support

• Provides support to users of a device or software program
• Diagnoses issues over the phone
• Resolves the issue or transfers the call if required

Corporate image

• Adopts a tone that reflects the company’s image and is consistent with its values

Special working arrangements: This role involves working on Saturdays

The customer relations team leader coaches and develops a team of customer advisers, ensuring end-customer satisfaction by maintaining consistently high service quality.

Team support

• Listens in on calls and gives regular feedback
• Provides coaching and takes other initiatives to boost advisers’ skills
• Supports advisers who are struggling during a call
• Takes over the conversation when necessary
• Supports team-members in order to achieve the agreed qualitative and quantitative objectives

Service quality management

• Ensures that quality and productivity targets are met
• Implements remedial measures in conjunction with support teams (quality manager, training manager, etc.)
• Oversees operations using pre-established indicators
• Helps manage and organise the team’s worktime arrangements (paid leave, absences, etc.)

Compliance with procedures

• Ensures that safety, human resources, operations and other procedures are followed
• Escalates all observed breaches of these procedures
• Works closely with the company’s various departments

Special working arrangements: This role involves working on Saturdays

The sales administration officer manages the entire business relationship with the customer, from order-taking through to delivery and billing.

Customer order tracking

• Inputs and forwards delivery orders for orders placed by the customer
• Informs partners of any volume and lead time issues that arise and keeps them abreast of the progress of the order
• Plans ahead and suggests remedial measures to ensure that agreed delivery lead times are met
• Deals with administrative queries from customers

Sales management and tracking

• Produces reports and supplies data for indicators (forecasts, completed work, attrition rate, etc.)
• Analyses facts and figures, offers explanatory comments and summarises the salient points
• Keeps sales tracking figures up to date

Delivery and billing management

• Organises the delivery schedule
• Reports product availability issues
• Manages customer billing
• Works in conjunction with the sourcing and logistics teams

Sales forecasting

• Reports indicators per product and per customer to the sales department
• Issues warnings on potential product stock-outs