Customer Service Agent

About the position

The customer service team handles a high volume of inbound customer calls and is responsible for providing high quality customer service while contributing to individual and team goals.

In the field of customer service, it is essential to be a 'people person' as you will spend your day trying to ensure your company's customers are happy with the products they purchase and the level of customer service they receive. Depending on the role, you will be speaking to people by phone or face-to-face. If you enjoy helping people and relish the chance to test out your interpersonal skills, read on to see if a career in customer service is right for you.

Essential Duties and Responsibilities

• Handles inbound and outbound calls to/from consumers, dealers, and vendors.
• Adjusts complaints concerning billing or service rendered, and handles or refers complaints of service failures to designated departments for investigation.
• Other duties as assigned by Management.
• Offering assistance to customers to ensure they find the right product/service.
• Communicating with customers by email, phone, and face-to-face.
• Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue.
• Creating a new feedback procedure for clients or improving upon the existing model.
• Learning about your company's products/services and remaining up to date with any changes.
• Meeting with management to discuss possible improvements to the company's customer service.
• Problem-solving capabilities.
• The capacity to work well under pressure and remain polite even when consumers are angry and unreasonable.
• Excellent personal presentation; this is especially important if the job involves face-to-face chats with customers.
• Outstanding oral and written communication skills.
• Creative thinking to come up with new ways improve the firm's level of customer service.

Education and/or Experience

• Minimum of 2 years Customer Service experience.
• Diploma or Degree in Customer service, Logistics or Supply chain management.
• Admin and clerical skills.
• Syspro experience or similar.
• Microsoft office.
• Basic telephone etiquette.
• Strong problem solving and decision-making skills.
• Technical ability and understanding.
• Ability to multi-task while maintaining focus on the customer.
• Strong verbal and interpersonal skills.
• Ability to pass a background check and drug screen.
• Attention to detail.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence in English. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• This is position will be situated in a Factory environment

Measures of performance 80% (PP: 150%)

• Wt: 20% - Customer service (keep customers informed at all times)
• Wt: 20% - loading orders accurately and timeously
• Wt: 20% - Quotes completed accurately and timeously (within 24 hours of receipt)
• Wt: 10% - Admin up to date (ordering of correct stock, prompt loading of quote acceptances, material allocations, accuracy of documents passed on for invoicing)

Behaviours 30%

• Wt: 10% Take overall ownership of department KPI's
• Wt: 10% Adhere to Departmental procedures
• Wt: 10% Communication (internal & external)

Desired Skills:

• Syspro
• Microsoft office

Desired Work Experience:

• 2 to 5 years Client / Customer Support

Desired Qualification Level:

• Diploma