PURPOSE OF JOB

Responsible for overseeing that the sales and service center meets the established standards of quality, service and SLA levels on all inbound interactions.

MINIMUM REQUIREMENTS/QUALIFICATIONS AND EXPERIENCE 

1. matric certificate 
2. tyre industry experience of 12 months essential 
3. quality assurance experience in a sales and service center environment of 12 months essential
4. intermediate Microsoft office skills
5. a natural aptitude for mathematics and statistics 
6. attention to detail 
7. problem solving abilities 
8. excellent written and verbal communication skills and business acumen
9. customer centric attitude 
10. negotiation skills 
11. back office and billing systems knowledge is advantageous 
12. willingness to adapt to an ever changing environment 
13. copes well under pressure
14. good time keeping
15. fully competent on the below systems:

• salesforce
• sage evolution
• mitel/ccmweb
• call cabinet/atmos 

Knowledge:

1. Sales & Service Centre operational knowledge

2. Sales & Service Centre SOP’s

3. Customer SLA’s

4. IR & Labour Relations Policies

5. Policies & Procedures

6. Basic understanding of volume discount structures

7. Organogram & Business Process

8. Export requirements

9. Product knowledge

Skills:

1. Customer service skills

2. Problem solving & trouble shooting skills

3. software skills (Salesforce, Sage, Telephonic system)

4. Conflict resolution skills (internal & external)

5. Coaching & corrective management skills

6. Time management skills

7. Basic budgetary and asset management skills

8. Relationship Management

9. Leadership and Management skills

10. Sales & Service Centre operational skills

11. Presentation skills

12. Negotiating skills