Supply Chain CC Agent

Purpose of Job

Act as the first point of contact through several channels including phone, e-mail, fax, and service portal.
Facilitate effective and efficient customer service and case management.

Recruitment Description / Key Accountabilities

Effectively answer queries using several channels, service portal, phone, fax, and emails.
Display excellent telephone and e-mail etiquette at all times.
Achieve the agreed target of first call resolution promptly.
Follow the process of capturing and resolving service issues. Secure progression to satisfaction timeously.
Utilise references, source documentation, and contact centre systems to deliver correct advice and shareinformation with clients.
Confirm accurate interpretation of policies and procedures to effectively apply applicable and correct resolutions.
Prioritise and distinguish between the nature of queries at hand to drive effective and quick resolution (e.g. normal,urgent, and emergency queries).
Provide accurate resolutions for simple queries and enquiries logged by customers.
Effectively manage customer needs through efficient management of cases. Enable a high level of quality,resolution, and support.
Guarantee that correct, relevant, and accurate knowledge is shared with customers at all times.
Route queries to the right specialist in the business unit to direct efficient and timely query resolution.
Escalate and report complex queries to senior contact centre agent for resolution.
Secure continuous alignment with business strategy and processes.
Accurately log, classify, and track queries according to contact centre standards.
Create and update data accurately and promptly.
Apply evidence-based SHE practices in alignment with set standards for safe operations.
Implement Sasol Group’s risk philosophy and enterprise risk management framework.
Build and maintain positive relationships with internal stakeholders to resolve customer queries effectively.
Continuously improve own skills and knowledge. Complete, implement, and track personal development plan toattain personal performance goals.

Formal Education

High School / School Diploma or similar

Min Experience

Experience: 3+ relevant years