Overview
Customer Relationship Officer Jobs in City of Cape Town, Western Cape, South Africa at Makro South Africa
Title: Customer Relationship Officer
Company: Makro South Africa
Location: City of Cape Town, Western Cape, South Africa
“We encourage people with disabilities to apply.”
Summary: To recruit new customers and maintain existing customer portfolios.
FUNCTIONS / RESPONSIBILITIES:
Assist customers
- Greet the customer in a friendly tone of voice. Introduce yourself to the customer. Be polite, helpful and courteous at all times.
- Know your store. Know your products.
- Listen carefully to the customer's needs & requirement, ask open ended questions to find out all the information required.
- Satisfy the customer’s query and requirements
- Find out what else you can help the customer with.
- End off in a polite and friendly way.
Deal with queries
- Listen carefully to the customer's request/complaint
- Ask open ended questions to find out all the information required.
- Satisfy the customer’s query. If you cannot satisfy the customer – find someone who can. If necessary, take down the customer's details and the details of the query.
- Find out what else you can help the customer with.
- End off in a polite and friendly way.
Deal with complaints
- Respond to the customer with empathy. Apologize and thank the customer for telling us. Tell the customer how the problem will be fixed.
- Make sure that the customer is satisfied with the solution that you are offering. If necessary, take down the customer's details and the details of the complaint.
- End off in a polite and friendly way.
- Keep your customer informed. Follow up with customers telephonically to tell them how the investigation is progressing and of the result of their complaint.
- Prepare for the call beforehand to remain focused during the conversation.
- Ask clearly and politely for the person you want to speak to. Greet the person and identify yourself giving your name, company & department.
- Explain clearly what has been done regarding the complaint. Verify that the customer is satisfied with the result.
- End the call by telling the customer that you look forward to seeing him in Makro soon.
- If many customers are returning a particular item of stock – inform the buyer.
Recruit new customers
- Use an up to date and detailed map of store location and surrounding areas, Write down names of businesses when driving around target area
- Use telephone directories and yellow pages to source customers in target market
- Follow up on referrals
- Take the names of businesses and businessmen and run them through the store system to see if they are already cardholders
- Identify competition by using a map of the area
- Conduct price surveys on competitors
- Get involved in community events
Survey target market
- Phone the potential customer and set up a meeting to see him where required
- Cold calling may be required however always be prepared with sales material & brochures
Teamwork and self-management
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Demonstrate consistent application of group and company procedures and policies
- Plan and prioritize, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Work with the broader core and site HR teams to support the overall HR strategy
Requirements:
Minimum Academic, Professional Qualifications and Experience required for this position
- Matric/Grade 12
- Valid drivers license
- Diploma in sales/marketing will be an advantage
Competencies and Skills
- Live the values
- Judgment
- Customer/Member Cantered
- Planning & Improvement
- Influence and Communicate
- Adaptability
- Culture, Diversity & Inclusion
Functional
- Communication Skills
- Strong Administration Skills
- Planning, Organizing and Control
- Knowledge of Store process
- Manage and Motivate staff member
- The position requires trust and honesty and that entails the handling of cash and/or finances, which includes but is not limited to, the handling, administering, processing and distribution of the Company’s monetary resources such as its stock in trade or merchandise
“Employment Equity Policy Requirements may be applicable”
If you don`t hear from us within 14 days please consider your application unsuccessful.
Massmart is an equal opportunity employer and encourages all people including people with disabilities to apply for the role. Due to the volume of applications we receive, should you not hear from us within 14 days of your application, kindly consider your application unsuccessful.
"Please note that only the following information is required in your CV:
Contact details (email and contact number); Full name; Date of birth; Race; Gender; Disability status; Location (Current city/town of residence); Qualifications and training; Work experience; Memberships (if any); Personal and technical skills, including computer literacy."
Note that by responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Holdings Limited and all its subsidiaries and all affiliated companies (“Massmart”), to process your personal information in order for Massmart to consider your application for this position. All Personal Information that you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. To read more about our privacy policy and how we process your information, please visit https://www.massmart.co.za/privacy-policy
