Location: Gauteng
Job Type: Contract
Closing Date: Not Specified
Reference Number: SM-7107
About Smollan
Smollan is a leading global commerce solutions company helping brands win at the point of purchase. With a footprint in more than 60 countries and a strong focus on people, innovation, and customer excellence, Smollan continues to evolve into an organisation that champions diversity, inclusivity, and world-class service. The company’s culture prioritises employee well-being, collaborative teamwork, and opportunities for long-term career growth within the retail and FMCG (Fast-Moving Consumer Goods) sector.
As part of our growth journey, we are searching for a dedicated Consumer Service Consultant (CIC) who can deliver exceptional customer service, strong administrative support, and professional client engagement.
Position Overview
The Consumer Service Consultant (CIC) plays a key role in managing consumer queries, complaints, and product inquiries on behalf of Smollan’s clients. This position requires a proactive, customer-focused individual who is able to handle high-pressure situations, resolve issues efficiently, and maintain accurate records using business systems such as AS400.
This role is ideal for candidates passionate about customer service, call centre support, administration, and delivering high-quality consumer experiences.
Key Responsibilities
1. Effective Administration
- Classify all incoming calls accurately into the correct AS400 categories.
- Capture and update all complaint-related data, including batch details, descriptions, and personal information.
- Maintain thorough records of all communication between stakeholders.
- Document resolutions for all customer queries and ensure information is stored accurately.
2. Customer Handling
- Respond to customer queries related to product information, stock availability, complaints, and general enquiries.
- Provide feedback to customers within 48 hours, ensuring excellent service delivery.
- Build positive relationships with consumers by promoting brand awareness, informing them of promotions and competitions, and offering relevant product suggestions.
- Uphold call centre quality standards:
- Answer calls promptly (by the third ring).
- Use hold procedures appropriately.
- Listen attentively and ask clarifying questions.
- Speak clearly and professionally.
- End all calls on a positive note.
3. Client Service
- Provide feedback to clients on manufacturing, product quality, and stock-related issues raised by customers.
- Follow all client directives regarding how to manage specific complaints or escalated issues.
- Represent the client professionally by delivering consistent, high-quality customer service.
4. Teamwork & Self-Management
- Maintain personal work standards in quality, accuracy, productivity, and professionalism.
- Apply internal procedures consistently and effectively.
- Plan, prioritise, and manage multiple tasks while meeting deadlines.
- Adapt to organisational changes and shifting priorities with flexibility.
- Manage your personal development by staying updated on industry trends and technical knowledge.
Minimum Requirements
- Grade 12 (Matric) — essential
- Call centre, customer service, or administrative experience advantageous
- Willingness to undergo in-house training
- Strong administrative skills
- Excellent telephone etiquette
- Customer service orientation
- Strong listening and communication skills
- Conflict-handling ability
- Attention to detail
- Ability to manage stress
- Demonstrated personal and professional growth mindset
Core Competencies
- Customer-focused professionalism
- Excellence orientation
- Relationship building
- Problem-solving
- Time management
- Brand representation
- Flexibility and adaptability
Why Join Smollan?
- Work with a global leader in FMCG and retail solutions
- Supportive, inclusive, and dynamic work environment
- Opportunities for ongoing training, learning, and career development
- Exposure to leading brands and customer experience processes
POPIA Compliance
Smollan is committed to the principles of POPIA. All information submitted will be used strictly for recruitment purposes and handled with confidentiality.
How to Apply
To apply for the Consumer Service Consultant CIC position, please visit the official Smollan careers portal or the job listing source where the vacancy was originally published.
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