AVON–CUSTOMER SERVICES REPRESENTATIVE JOB
Job Title: Customer Services Representative
Location: Johannesburg, Woodmead, Head Office, Gauteng, South Africa
Reports to: Contact Centre Supervisor
Job Type: Permanent
Level of Experience: 1 – 2 years
Qualification Required: Grade 12 (Matric) or Equivalent
Skills Required: Inbound
Job Category: Customer Service
Salary Structure: Total Cost to Company
AVON–CUSTOMER SERVICES REPRESENTATIVE
July 1, 2014 – Uncategorized
Job Title: Customer Services Representative
Location: Johannesburg, Woodmead, Head Office, Gauteng, South Africa
Reports to: Contact Centre Supervisor
Job Type: Permanent
Level of Experience: 1 – 2 years
Qualification Required: Grade 12 (Matric) or Equivalent
Skills Required: Inbound
Job Category: Customer Service
Salary Structure: Total Cost to Company
Position Summary
Purpose:
To interact with customers telephonically on a daily basis. To answer queries, provide information, resolve issues and provide any other service that may be required. To maintain the professional image and values of Avon Justine, during all transactions.
Job Requirements
Key Accountabilities:
– Adherence to contact centre and company policies and procedures
– Work in strict accordance with the Avon Values
– Ensure the standard operating procedures are adhered to at all times
– Ensure the daily and monthly targets are met in line with the set KPI’s
– Be fully proficient in the use of the computer systems
– Ensure that every interaction with a customer or associate is of a high standard
– Ensure the accurate notes are documented on Concorde at all times
– Ensure all incoming calls are logged on the contact centre system.
– To maintain clear and consistent communication with Supervisor and Contact Centre Manager at all times
– Attend all scheduled training sessions and meetings
– To be multi-skilled across the contact centre environment
Key Tasks:
Duty Requirements:
– To be logged in at least 15 minutes before your start time
– Adherence to shift and break schedules (as agreed with your supervisor)
– Log out of all systems at end of shift
– Keeping personal calls to an absolute minimum and to be made with the approval of a supervisor and from a Supervisors workstation
– Keeping cell phones off at all times during duty
– Keeping the work area neat and tidy at all times
Handling of incoming calls:
– All interaction with the clients are to be processed with the same high level of service and proficiency
– First call resolution must be attained when at all possible. Should the assistance of the queries desk be required then a query must be logged
– To be fully proficient in the use of the telephone system
– Logging in and logging out at the start and end of every shift
– Proper care and maintenance of handsets and headsets
– To ensure that every interaction with the customer or other internal staff meets the quality standards as specified
– To adhere to and achieve the PMP goals and objectives as set out for the current year
– Make facts based decisions, take well informed risks, and deliver on commitments, act with a sense of urgency
– Be aware of and respectful to the needs of others
– To liase with the supervisor regarding all business and operational issues
– Attend to all inbound telephonic queries
– Attend all call centre briefings
