Customer Services Representative

Job Number 602 Position Description Position Title Customer Services Representative Reporting To Customer Services Supervisor/Team Leader/Manager Prime Objective Provide a friendly and professional level of service responsive to customer needs. Accurate processing of all required actions and administrative duties as required. Assist in operational functions as required. Shared Values Respect We treat people in a friendly and professional manner, as we would like to be treated Integrity We act with openness, honesty and trust Leadership We encourage people to lead by taking responsibility in their area of influence Teamwork We are committed to our team and its success Initiative We encourage new ideas and innovation, as they are the lifeblood of our business Service We strive to deliver a reliable and premium service to our customers Range of Duties

• Receive and process all incoming customer contacts including calls, emails, counter etc.

• Achieve company national standards to ensure service excellence is demonstrated in all situations, eg. telephone answering, face to face customer contact.

Data entry of all misdirected and undeliverable freight and process freight as per company policy and procedures.

• To assist customers, branches and other departments with all enquiries and requirements.

To prepare and issue reports and outputs as agreed with business leaders.

• Assist in operational and administrative duties such as freight sorting, filing, scanning and data entry.

Ideal Position Attributes Has a desire to help customers Listening skills

• Enjoys a team environment

• Self motivated

PC Skills - Data Entry

• Honest and Reliable

• Adaptable and flexible in changing environments

• Can take ownership of customers issues

• Resilient and capable under pressure

Key Result Areas KRA Accountability Measure Weight Telephone Service All calls are answered professionally and within targeted timeframes. Accurate information on products and services is provided. Timeframes provided for response are met. Ensure appropriate questions are asked to obtain information required.

• Competency Assessment
• Speed of Answer = 20 seconds av.
• Call Observation score maintained at 80% +

30% Processing Accurately process all customer requests including sales, bookings etc. Scanning of courier redemption sheets. Accurate data input as required. Misdirected / undeliverable freight scanned & processed as per company policies. Assist with credit control/accounts receivable/cash reconciliation as instructed. Claims - application issued, notification to couriers processed etc Card Left items processed from each cycle. No complaints received from customers / other branches Scanning completed within 2 hrs Checking of work shows at least 95% accuracy levels. Monitoring by supervisor 40% Query Resolution All queries logged as NCs. Customers receive a response within 60 minutes Query processes followed for loss/damage Action other branch enquiries. Complaints resolved or referred to supervisor. NC monthly report Monitoring of NCs by supervisor 10% Reception / Ticket Sales Ensure reception/visitors areas clean and tidy. Greet all customers / visitors appropriately. Maintain visitors sign in log as required. Cash Sales process / procedures followed. COD / Cash Sales accts reconciled daily Stock take completed. Stock ordering completed monthly Monitoring by supervisor Monthly KPI reporting 10% Other Duties Assist with sorting and other operational duties as required. Filing, ticket rotation etc completed Underticketing performed weekly Reporting / KPIs accurately recorded and reported to BM and HO. Willingness to assist in branch operations. KPI information available on monthly reports. 10%

Information :

• Company : New Zealand Couriers
• Position : Customer Services Representative
• Location : Rotorua, Bay of Plenty
• Country : NZ