Customer Care Coordinator

General Soft Drinks Co Ltd is currently looking to recruit a Customer Care Coordinator.

To channel and handle all customer and consumer contacts.

TASKS:

• Receiving customer and consumer contacts by telephone, personal visit, fax, email etc.
• Logging in Consumer Information System all received contacts and other contacts received by other Company employees.
• Inputting into CIS system all relevant product information for product quality complaints.
• To personally resolve contacts where possible or channel contact to relevant department. 
• To follow–up all contacts so as to ensure all contacts are closed in a satisfactory manner and in the shortest time possible.
• Performing visits to consumers and/or customers to resolve complaints.
• Performing ad hoc market surveys as part of the company’s TAM program.
• Preparing and presenting on a weekly basis report on trade complaints.
• Analysing contacts in order to determine any trends or multiple complaints from the same lot and inform the Quality Assurance Manager.
• Immediately inform the Quality Assurance Manager and the Incident Management Team of any serious complaints.
• Preparing and presenting regular reports concerning the number and type of contacts, as well as receiving feedback.

SKILLS & COMPETENCIES: 

• Minimum 3 years experience in customer care or customer relations.
• Proficient in IT systems and Microsoft Office. 
• Well-spoken and good communication skills. 
• Good customer relation skills.