About this role
A customer-first Sales Associate role for someone who takes real pride in getting the details right. You will be the first point of contact for the company's customers in South Africa, managing queries, orders, and accounts with care, and working closely with Sales, Finance, and IT to keep things running smoothly. This role suits someone proactive, organized and genuinely committed to customer satisfaction. Responsibilities Customer Service & Order Management – Act as the first point of contact for all customer queries, processing orders accurately and efficiently – Open and maintain customer accounts and profiles, recording account information accurately on the admin website – Assist with the placement of orders, refunds and exchanges, ensuring customer needs are met promptly Query Resolution & Relationship Management – Resolve product or service problems by clarifying the customer's complaint, determining the cause, and selecting and explaining the best solution, following up to ensure resolution – Identify and assess customers' needs to achieve satisfaction, building sustainable relationships of trust through open and interactive communication – Handle customer complaints, providing appropriate solutions and alternatives within agreed time limits and following up to ensure resolution Product Advisory & Reporting – Advise customers on available products and services, suggesting additional information where relevant – Manage inbound customer calls, going the extra mile to engage customers and ensure a positive experience – Prepare product or service reports to support the sales and customer service function Systems & Process – Act as a liaison between Sales, Finance, IT and customers, ensuring smooth resolution of cross-functional queries – Keep accurate records of customer interactions, process customer accounts and file documents in line with company policy – Manage Omnibus and FICA-related administration, ensuring compliance with relevant regulatory requirements Requirements Knowledge and Experience – Minimum 2 years of experience in sales, ideally within a similar industry – Diploma in sales and marketing or any related field and a valid driver's license – Sales and Marketing Degree an added advantage – Demonstrated ability to manage customer queries, orders and complaints to resolution in a fast-paced sales environment – Excellent communication skills, with the ability to build and maintain strong relationships with customers, team members and other stakeholders – High degree of self-sufficiency, able to operate independently across geographies without day-to-day oversight – Experience in high-growth, fast-paced organizations where processes are still being built – Experience working across Sub-Saharan Africa or within a multinational organization – Additional courses or certifications in sales, customer service or a related field – Exposure to CRM or customer account management systems – French or Portuguese language skills (given SSA territory spread)
