Client Service Representative

RELEVANT EXPERIENCE:

• Minimum 1-2 years of experience in a client services sales environment

• Proficient in Microsoft Office Suite

MINIMUM QUALIFICATION:

• Grade 12 Certificate - Matric

BEHAVIOURAL SKILLS:

• Ability to communicate effectively with clients, colleagues, and stakeholders.

• Understanding and empathizing with clients' needs and concerns.

• Listening attentively to clients to understand their requirements and address their issues.

• Finding effective solutions to clients' problems or concerns.

• Remaining calm and patient, especially when dealing with difficult or upset clients.

• Being flexible and able to adjust to different client personalities and situations.

• Prioritizing tasks and managing time efficiently to meet client deadlines.

• Working collaboratively with team members and other departments to deliver exceptional service.

• Taking responsibility for actions and decisions made in interactions with clients.

• Ability to bounce back from setbacks or challenging situations and maintain a positive attitude.

PRIMARY FUNCTION OF THE POSITION:

• Addressing inquiries, concerns, and complaints from clients via phone, email, or other communication channels

• Assisting clients with placing orders, tracking shipments, and processing returns or exchanges.

• Providing detailed information about products or services to clients, including features, specifications, and pricing.

• Resolving client issues or escalations in a timely and satisfactory manner, often collaborating with other

departments as needed.

• Managing client accounts, including updating contact information, tracking order history, and maintaining customer records.

• Building and maintaining strong relationships with clients to foster loyalty and repeat business.

• Identifying opportunities to recommend additional products or services to clients based on their needs or preferences.

• Gathering feedback from clients to identify areas for improvement and provide input to internal teams such as product development or marketing.

• Providing product training or educational resources to clients to help them maximize the value of their purchases.

• Assisting the sales team with lead qualification, proposal preparation, and customer communication to support the sales process.

KEY PERFORMANCE AREAS:

• Conversion Rates

• Sales Ton Targets

• Sales GP Targets

• Goal Setting

• Credit Notes

• General Attitude