ACCOUNTABILITIES: Maintaining and increasing sales for copper belt
Reaching the targets and goals set for your area
Establishing, maintaining and expanding your customer base
Servicing the needs of your existing customers
Increasing business opportunities through various routes to market
Setting sales targets for individual reps and your team as a whole
Allocating areas to sales representatives
Developing sales strategies and setting targets
Monitoring your team& performance and motivating them to reach targets
Possibly dealing with some major customer accounts yourself
Collecting customer feedback and market research
Keeping up to date with products and competitors
Recruiting and training of staff
QUALITY – To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer’s immediate and future needs.
QUERIES / TRACING – Assist with Traces and Queries advanced by Clients and other Branches that do not have Computers at the moment to enhance Excellent service across the board.
SPECIAL SERVICE – Ensure that major customers receive superior service and that they are informed at all times of possible service/customs delays or problems with regards to the movement of their shipments. Ensure regular communication with customers and departments to ensure that shipments are available in acceptable condition. Manage and update the customer database thus being proactive to finding solutions to customer needs.
COMPLAINT HANDLING – Ensure that customer complaints and claims are treated as priority and resolved to the customer’s satisfaction. Evaluate complaints and escalate any serious complaints to the relevant department manager. Investigate regular service failures and escalate problems to relevant service centers/departments.
REPORTING – All unresolved issues hindering progression that would hinder the Express/Excellent service required from the company
RESPONSIBILITIES – Participate in any projects, in conjunction with other Company Departments to seek suitable solutions
Demonstrate ability and temperament to work with details and time pressure.
Demonstrate interpersonal skills to communicate with others and to effectively and clearly communicate via radio and telephone.
Demonstrate attention to detail and decision-making skills to respond to high-pressure situations.
Demonstrate time management skills to plan, manage, and coordinate the dispatch of multiple people over a sustained period of time.
Needs to be organized and detail oriented with a professional attitude.
Degree in Business management or other equivalent field
Appropriate management courses and qualifications.
Five years experience in the contact center environment.
Two years experience in a contact center management position, preceded by a junior management/ Team Leader role.
Experience in a multinational company and in dealing with different cultures.
Proven experience and knowledge in effective training, coaching and people management practices, including leadership development.
To apply for this job please visit www.recruitmentmattersafrica.com .