Customer Services Representative

**Job Number 602**Position Description**:
**Position Title**:
**Customer Services Representative**:
**Reporting To**

**Customer Services Supervisor/Team Leader/Manager**:
**Prime**

**Objective**
- Provide a friendly and professional level of service responsive to customer needs.
- Accurate processing of all required actions and administrative duties as required.
- Assist in operational functions as required.

**Shared Values**:
**Respect**:

- We treat people in a friendly and professional manner, as we would like to be treated

**Integrity**
- We act with openness, honesty and trust

**Leadership**:

- We encourage people to lead by taking responsibility in their area of influence

**Teamwork**
- We are committed to our team and it’s success

**Initiative**
- We encourage new ideas and innovation, as they are the lifeblood of our business

**Service**
- We strive to deliver a reliable and premium service to our customers

**Range of Duties**:

- Achieve company national standards to ensure service excellence is demonstrated in all situations, eg. telephone answering, face to face customer contact.
- Data entry of all misdirected and undeliverable freight and process freight as per company policy and procedures.
- To assist customers, branches and other departments with all enquiries and requirements.
- To prepare and issue reports and outputs as agreed with business leaders.
- Assist in operational and administrative duties such as freight sorting, filing, scanning and data entry.

**Ideal Position Attributes**:

- Has a desire to help customers
- Listening skills
- Enjoys a team environment
- Self motivated
- PC Skills - Data Entry
- Honest and Reliable
- Adaptable and flexible in changing environments
- Can take ownership of customers issues
- Resilient and capable under pressure

**Key Result Areas**:
**KRA**

**Accountability**

**Measure**

**Weight**:

- Telephone Service
- All calls are answered professionally and within targeted timeframes.
- Accurate information on products and services is provided.
- Timeframes provided for response are met.
- Ensure appropriate questions are asked to obtain information required.
- Competency Assessment
- Speed of Answer = 20 seconds av.
- Call Observation score maintained at 80% +
- 30%
- Processing
- Accurately process all customer requests including sales, bookings etc.
- Scanning of courier redemption sheets.
- Accurate data input as required.
- Misdirected / undeliverable freight scanned & processed as per company policies.
- Assist with credit control/accounts receivable/cash reconciliation as instructed.
- Card Left items processed from each cycle.
- No complaints received from customers / other branches
- Scanning completed within 2 hrs
- Checking of work shows at least 95% accuracy levels.
- Monitoring by supervisor
- 40%
- Query Resolution
- All queries logged as NC’s.
- Customers receive a response within 60 minutes
- Query processes followed for loss/damage
- Action other branch enquiries.
- Complaints resolved or referred to supervisor.
- NC monthly report
- Monitoring of NC’s by supervisor
- 10%
- Reception / Ticket Sales
- Ensure reception/visitors areas clean and tidy.
- Greet all customers / visitors appropriately.
- Maintain visitors sign in log as required.
- Cash Sales process / procedures followed.
- COD / Cash Sales accts reconciled daily
- Stock take completed.
- Stock ordering completed monthly
- Monitoring by supervisor
- Monthly KPI reporting
- 10%
- Other Duties
- Assist with sorting and other operational duties as required.
- Filing, ticket rotation etc completed
- Underticketing performed weekly
- Reporting / KPI’s accurately recorded and reported to BM and HO.
- Willingness to assist in branch operations.
- KPI information available on monthly reports.
- 10%