The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis. As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front-runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.

An exciting opportunity exists for a CALL CENTRE CONSULTANT FTC at CIRO in Bryanston, Gauteng.

Line Manager: National Call Centre Manager

Job Specification:
Answer phones professionally
Respond to customer enquiries and provide first call resolution
Research required information using available resources
Handle and resolve customer complaints
Provide customers with product and service information
Process orders, forms and applications
Identify and escalate priority issues
Route calls to appropriate resource
Follow up customer calls where necessary
Telesales:
Flexible and open to change
Communicate Clearly
Responsible for total territory management by ensuring Customer call cycles contact details are correctly loaded
Advice customers of related price increases, relevant promotions and specials
Capture customer orders accurately in a proficient manner
Promote and Sell full range of products
Communicate out of stock products to customers
Communicate out of stock & stock requirements to the correct channels internally
Escalate unresolved queries to Manager, providing details and actions taken
Be knowledgeable of distribution operational procedures and policies
Target Achievement
Monitor service level report daily
Monitor orders vs stock availability & manage demand correctly
Monitor call lists vs strike rate on a daily basis
Use deals provided by Key accounts to sell
Manage process of sell in prior to price increases
Address all pricing and delivery issues
Sell in new lines and increase the basket

Qualifications and Experience:
Matric essential
SAP or MFG Pro knowledge advantageous
Proficient in MS Office

Knowledge Required:
Minimum of 2 years call centre experience inbound and outbound essential
At least 1 – 2 years experience in a sales orientated environment
FMCG industry experience advantageous

Competencies:
Deliver Customer Service
Work with Others
Governance and rule following
Remain Composed and Resilient