Customer Service Representative - Dax Data

Location: Cape Town – Southern Suburbs, Kenilworth

Employment Type: Full-time, based at the Kenilworth offices (Subject to applicable Company policies and operational requirements.)

Reporting: Sales Operations Manager – Dax Data

Employment Arrangement: The successful candidate will be employed directly by Dax Data and will form part of the Dax Data team. The position will be based at the Dax Data offices in Kenilworth, Cape Town, and will report directly to the Sales Operations Manager.

Position Overview: The Customer Service Representative will act as an important link between Dax Data, its customers and its suppliers, ensuring that customer requirements are handled efficiently, accurately and professionally. The role requires someone who is patient, empathetic, organised and an effective communicator, with a strong customer-service mindset and attention to detail. The primary objective of the role is to ensure excellent service standards, respond efficiently to customer enquiries, process orders accurately and maintain a high level of customer satisfaction

Please note that the responsibilities listed below are not exhaustive and may be expanded or modified as necessary to meet the evolving needs of the organization.

MAIN RESPONSIBILITIES:

Order Processing:

• Process sales order on Pastel Evolution
• Process purchase orders on Adobe’s website
• Process purchase orders on Pastel Evolution
• Download/print Adobe invoices, and where applicable relevant licence certificates
• Accept “stock” to give GRV (in Rands)
• Confirm sales order to give Dax Invoice, and mail to relevant contact at client

Client interaction:

• Take incoming calls from clients and ascertain requirements
• Quote on Customers’ requirements
• Deal with customers’ product and processing queries
• Assist clients with optimum licencing proposals
• Identify upsell and renewal opportunities

Supplier / product knowledge:

• Gain and maintain thorough knowledge of Dax’s suppliers and their licencing and ordering systems
• Keep up to date with special pricing and promotions
• Gain and maintain a knowledge of marketing / sales tools available that can be shared with customers.

Key Performance Indicators:

• Maintain a high level of accuracy in processing of orders and quotations
• Achieve results through the ability to work both independently and as part of a team, with a collaborative communication
• Handle customer complaints, provide appropriate solutions and alternatives timeously; follow up to ensure resolution.
• Know when to escalate a customer’s problem to management
• Report on win/loss situations arising or departmental service “issues” that may affect sales or Customer Customer feedback is priceless for the Company
• Develop a thorough working knowledge of CRM (Maximiser) and Accounting system (Pastel). Look at reporting functions in Pastel to assist in sales
• Ensure a customer-focused culture is
• Perform any functions (not listed) that Management may require from time to time.

OFFICE REQUIREMENTS:

• Office-based working environment.
• Semi-formal dress code.
• Working hours are from 08:00 – 17:00.
• Excellent international business language skills (English), both written and verbal.
• Reliable transport to and from the office.

NOTE:

• This is a permanent position subject to a successful three-month probationary period.
• You will be required to perform such duties as reasonably required by the business.
• Your job description may be amended from time to time if it is valid and reasonable.
• You will serve the Company or any Associated Entity in such capacity as management may reasonably require.
• Duties must be performed` faithfully, diligently, and to the best of your abilities.
• You agree to use your best endeavors to promote the best interests of the Company and any Associated Entity.
• You may be required within reason, to work outside of set duties and/or perform in more than one role.