CXC Team Leader

Dreaming big is in our DNA. Its who we are as a company. Its our culture. Its our heritage. And more than ever, its our future. A future where were always looking forward. Always serving up new ways to meet lifes moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together when we combine your strengths with ours is unstoppable. Are you ready to join a team that dreams as big as you do?

The key purpose of the role is to be responsible for effectively managing teams in order to enhance sales and customer service levels through

best practices, thereby ensuring the achievement of sales volume and the team's key performance metrics.

Key roles and responsibilities:

Order/Sales Responsibilities:

• Drive "Today's Volume Today" concept ensure that cross sell and up sell opportunities are capitalize upon as and when they arise and when it is appropriate to do so
• Outbound and Inbound service level management including real time management
• Compile outbound call lists for volume opportunities including credit deals by pack, segment and credit terms as well as new product development launches
• Proactive application of SAB trading schemes to drive volume
• Campaign management for brand incentives and new product launches
• Manage the quality of CRR interactions with customers and the quality of outputs
• Accountable for ensuring that the logging of calls by the Customer Relationship Representative takes place and all documented all processes are adhered to.

Query Handling Responsibilities:

• Resolve escalated queries or complaints through standard processes
• Resolve customer CXC complaints timeously
• Accountable for keeping customers up to date and owning resolution of escalated issues within the limits of the systems and too ls provided

General Responsibilities:

• Set and deliver quality management action plans for the Customer Relationship Representatives
• Stay up to date on best practice business processes
• Keep abreast of all product developments and new product releases
• Internal Business and Management Accountabilities
• Provide feedback on customer service continuous improvement initiatives
• Manage the activities required for the achievement of sales volume and market share target
• Implement national/regional promotions/campaigns according to the marketing plan
• Manage administration and reports as required
• Accountable for the achievement of targets set at a team level

People Management:

• Lead a team of Customer Relationship Representatives in accordance with PDP
• Conduct regular performance feedback sessions with teams, including the use of recorded calls to provide constructive skills development sessions
• Accountable for the adherence of subordinates to business processes (including systems and manual processes)
• Responsible for mentoring and coaching the Customer Relationship Representatives

Additional information:

• Band VIII

ABInBev is an equal opportunity employer and all appointments will be made in line with ABInBev employment equity plan and talent requirements.

The advert has minimum requirements listed. Management reserves the right to use additional/ relevant information as criteria for short-listing.