Customer Service Coordinator

Main Outputs and Responsibilities:

• Managing the complaints/Call Center process
• Accurate, timely response relating to customers
• Interdepartmental communication and follow up
• Stock query communication (returns, recalls etc.)
• Keeping accurate records of discussions or correspondence with customers
• Analyzing statistics or other data to determine the level of customer service the organization is providing
• Improving customer service procedures, policies and standards for the organization or department
• Meeting with managers to discuss possible improvements to customer service
• Learning about the organization’s products or services and keeping up to date with changes
• Providing help and advice to customers using the organization’s products or services

Education, Knowledge, Skills and Experience:

• Minimum Matric
• Customer service training advantageous
• Previous experience in a Customer focused role will be advantageous to prospective candidates
• Computer literacy (SAGE, Microsoft Excel, Word and Outlook)
• Ability to interpret a variety of instructions.
• Excellent interpersonal skills.
• Ability to communicate well and show diplomacy, build Stakeholder Relationships
• Good organizational skills.
• Ability to work well under high pressure.
• Strict attention to detail.
• Understanding of department’s procedures and customer policies.
• Passion for communication and info sharing.
• Results driven.
• Ability to engage with other departments on higher level in order to get results.
• Willing to see through any task in order satisfy customer’s requirement
• Can do attitude.

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