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Avantor is Hiring a Remote Client Relations Specialist in South Africa

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We are seeking a highly skilled and experienced Client Relations Specialist to join our team. The successful candidate will be responsible for building and maintaining strong relationships with our clients, ensuring their needs are met, and providing exceptional customer service. The ideal candidate will have excellent communication and interpersonal skills, be proactive, and have a strong passion for delivering outstanding client experiences.

KEY RESPONSIBILITIES:

  • Client Relationship Management: Develop and maintain strong, long-term relationships with clients to ensure their needs are met and exceeded.
  • Communication: Serve as the primary point of contact for clients, responding to inquiries, resolving issues, and providing timely updates, managing all the communication out of the C4C ticketing system.
  • Client Onboarding: Ensure a seamless onboarding experience for new clients, providing orientation, welcome pack, E commerce training, and support to ensure their success.
  • Order Management: Assist customers with placing orders, tracking shipments, and resolving order-related issues.
  • Handling complaints: Resolve customer complaints and issues in a professional and timely manner, escalating complex issues to internal teams as needed.
  • Record Keeping: Maintaining accurate records of customer interaction and transactions. Having regular operations meeting recorded in C4C as well as phone calls.
  • Customer Feedback: Collect and analyze customer feedback, providing insights and recommendations to internal teams to improve customer satisfaction and loyalty.
  • Monthly Forecast plan and accuracy: Being involved in providing the forecast, highlighting the risks, and working with the team to meet business expectations.

To make a positive contribution to the Export Regional Sales Teams monthly sales and gross margin targets.

  • Picking and packing: Responsible for scheduled picking and packing
  • Team Collaboration: Collaborate with internal teams, including sales, QTPS, and operations, to ensure alignment and effective communication.

JOB REQUIREMENTS:

  • Education: Bachelor’s degree in business, or Min 3 to 5 years experience in busy Customer Service role, Communications, or a related field
  • Experience: Previous experience in customer service or client facing role preferably in a similar industry.
  • Communication Skills: Excellent verbal and written communication skills.
  • Language Skills: Proficiency in multiple languages
  • Technical Skills:  Proficiency in CRM software, SAP, Microsoft Office, Excel, Ecommerce. Power Bi and other relevant tools.
  • Problem-Solving: Strong ability to troubleshoot and resolve issues.
  • Empathy: Ability to remain calm and empathetic when dealing with frustrated customers.
  • Teamwork: Ability to work well with a team and collaborate effectively with different departments. Ability to prioritize multiple tasks and deadlines.
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