South Africa Job Openings
Heineken International B.V.
CIC Consultant
Cape Town
FULL TIME
September 26, 2024
We Go Places! How about you?
Immediate Superior: CIC Team Leader
Location: Cape Town
Function: Digital & Technology
Sub Function: Digital & Technology - Other Support
Type of Contract: Permanent
Reference Number: 122069
Closing Date: 09/10/2024
The CIC Consultant is responsible for delivering exceptional customer service by performing inbound / outbound calls to customers, executing campaigns, handling product- and customer account inquiries, managing customer expectations and service levels with customers. This role relates to the planning, delivery and composition of orders and ultimately closing sales (i.e., take & record orders).
You will also be relied on to increase sales revenue through executing up-selling and cross-selling campaigns. You will continuously build an improved understanding of the customers’ business, competitive landscape and operational requirements and how to match that to Heineken Beverage product portfolio to offer a recommended basket of products (the ‘Picture of Success’).
Key Responsibilities:
Immediate Superior: CIC Team Leader
Location: Cape Town
Function: Digital & Technology
Sub Function: Digital & Technology - Other Support
Type of Contract: Permanent
Reference Number: 122069
Closing Date: 09/10/2024
The CIC Consultant is responsible for delivering exceptional customer service by performing inbound / outbound calls to customers, executing campaigns, handling product- and customer account inquiries, managing customer expectations and service levels with customers. This role relates to the planning, delivery and composition of orders and ultimately closing sales (i.e., take & record orders).
You will also be relied on to increase sales revenue through executing up-selling and cross-selling campaigns. You will continuously build an improved understanding of the customers’ business, competitive landscape and operational requirements and how to match that to Heineken Beverage product portfolio to offer a recommended basket of products (the ‘Picture of Success’).
Key Responsibilities:
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Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls.
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Prevent late orders by placing them accurately and timeously.
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Confirm all orders with customers to ensure validity and accuracy, before submission.
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Correct incomplete orders, check all EDI orders and release / rejecting or escalating queries where required to the appropriate department.
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Perform sales activities, customer inquiry management, product, promotion awareness, and customer relationship management to consistently meet or exceed weekly and monthly sales goals.
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Assist customer with order make-up using the past orders.
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Promote products to customers:
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Introduce & promote new products & packaging.
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Inform customers of discontinued products & packaging
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Inform customers of out-of-stock products & suggest alternatives.
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Inform customers of products on promotional cycle or sell-out lists
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Introduce & promote empty returns to customers.
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Encourage the sale of full cases & pallets (where applicable), offering alternatives to single/ by unit product requirements.
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Introduce & promote new products & packaging.
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Responsible for the maintenance and update of customer files and records:
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Ensure that information on the customer’s product portfolio is kept up to date and their records are accurate from a contact and product delivery perspective.
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Ensure all customer queries are dealt with timeously and efficiently, being a ‘single point of contact’ and ‘first point of resolution.’
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Handling customer queries via effective Case Management.
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Co-ordinate with appropriate departments to ensure customer queries are solved within SLA.
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Complete sales and/or returns activities in salesforce in order to ensure visibility and reporting.
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Follow-up with customers regarding all queries lodged and assess satisfaction.
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Ask for assistance to resolve the customer query immediately, preferably without the need to pass it to another consultant / department.
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Escalate concerns to the appropriate stakeholders.
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Ensure that information on the customer’s product portfolio is kept up to date and their records are accurate from a contact and product delivery perspective.
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Take responsibility for own development and contribute to team effectiveness.
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Develop effective manager and peer working relations.
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Take responsibility of own performance goals and personal growt
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Manage your career (Objective setting Scorecard, PDP are in place).
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Drive own development to ensure knowledge and skills remain current.
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Develop effective manager and peer working relations.
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Minimum of Matric qualification
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A minimum of 2 years’ experience telesales, customer service or call centre environment.
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Salesforce experience advantageous
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Understanding of call centre operating models, performance requirements and reporting.
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Previous experience with order taking in a call centre environment.
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Good telephonic communication skills & etiquette and the ability to use telephone-based selling approaches to meet targets.
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Good relationship and repour building skills with the ability to maintain professional working relationships with customers and internal stakeholders.
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Ability to multi-task, take orders and answer inquiries while completing other assigned tasks
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Attention to detail & ability to ensure orders are captured accurately and that customer follow- ups happens timeously.
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Able to grasp concepts quickly in the customer relationship system as it relates to aspects.
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Maintenance of customer contact details
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Capturing order details, performing and responding to customers- and order inquiries
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Maintenance of customer contact details
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Able to use the customer relationship system to suggest new or different products to offer the customer.
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Display a willingness to learn from others and ask for assistance and guidance when needed.
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