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Customer Care and Returns Administrator jobs

Platinum Placements – Johannesburg, Gauteng
  • Effective and timeous resolution of queries
  • Obtain product knowledge to understand product claims on an ongoing basis to be able to assist Customers during queries
  • Ensure internal communication takes place with relevant departments e.g. Quality, Production, Warehouse / Logistics, Finance and Sales Order Entry
  • Interact with customers daily via telephone and email
  • Liaise with customers to obtain relevant process information to validate claim
  • Arrange exchanges and pick-up services with customers and Logistics
  • Track parts and delivery ETA and update customers
  • Give feedback to customers, within good time and maintain good communication
  • Ensure all Customer Complaints are logged timeously / daily and accurately before the end of the day (the complaint log to be maintained up to date at all times)
  • Ensure that all agreed action is followed up and results are achieved, as per correction of the complaint
  • Follow up on all parts and production arrangements to ensure Customer satisfaction
  • Monthly reporting of Customer Complaints to be complete and communicated to the Quality Manager / Departmental Manager during the first week of each month
  • Ensure that generated reports and records are accurate, neatly filed, retrievable and protected from loss
  • Liaise with departments to generate invoices for replacement stock
  • Liaise with distribution to plan deliveries of replacement stock, maintain ETA dates and communicate to the customer
  • Follow up on all invoicing & distribution arrangements to ensure customer satisfaction will be achieved
  • Process credit notes for all products invoiced out of the returns warehouse
  • Maintain record of all credit note requests issued to the accounts department
  • Follow up consistently to ensure customer credit requests are processed timeously
  • Responsible for physical returned stock accepted and system stock transferred to / by the returns warehouse (no variances acceptable)
  • Responsible for stock movement / invoicing out of the returns warehouse
  • Responsible for stock safe-keeping from damage and loss
  • Ensure access control measures are in place and followed at all times
  • Conduct stock cycle counts as per company policy as and when required to do so

Requirements:

  • Minimum Grade 12 certificate
  • Read, write and speak either English and / or Afrikaans

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