Support Centre Consultant : Irrigation

Overview

Agrinet Samrand is looking for a dynamic Irrigation Support Consultant to join our team. This role involves delivering first‑tier telephonic support to customers, assisting with technical irrigation product enquiries and order placements.

The ideal candidate will be responsible for driving sales, managing each customer interaction with precision, and ensuring clear, efficient communication to achieve exceptional customer satisfaction.

Responsibilities

Responsible for providing Telephone Support : Log into the telephone queue promptly at the start of each shift and remain logged in until the end of the workday. Respond to all incoming calls within 5 seconds to ensure swift customer service. Maintain a daily call abandon rate of no more than 5%.

Limit idle time to a maximum of 4 hours per day while logged in. Keep total "make busy" time under 2 hours per day. Avoid placing customers on hold for longer than 1 minute. Complete a minimum of outbound calls per week. Resolve all customer queries by effectively liaising with relevant departments and stakeholders. Take full ownership of each customer interaction, manage requests accurately, and communicate clearly to ensure complete customer satisfaction. Limit call transfers to no more than 10% of total calls handled per day.

Sales and Quotations : Prepare accurate quotations using the ERP system, ensuring all relevant information is communicated clearly to customers and sales representatives. Conduct daily follow‑ups on outstanding quotations to drive conversion. Process customer orders promptly on the ERP system to ensure timely deliveries. Provide regular updates to clients regarding order status, product availability, and pricing. Communicate any discrepancies or incorrect details proactively. For cash sale orders, confirm payment with the Debtors Department before releasing goods. Ensure customers are informed of the minimum order values for delivery. Engage in telephone marketing and participate in promotional events to boost product awareness and generate new sales. Offer technical support on pump selection, engines, and irrigation systems. Provide expert advice and design tailored irrigation solutions. Consistently meet or exceed monthly sales targets.

Customer Service : Handle all customer queries efficiently, ensuring timely resolution by coordinating with relevant departments and stakeholders. Utilize the CRM system to maintain accurate customer records, create and manage tasks, and ensure timely closure of all assigned actions. Maintain up‑to‑date knowledge of Agrinet’s product range to serve as a reliable source of information for customers and colleagues. Attend weekly product training sessions conducted by product specialists or suppliers. Maintain a well‑organized training file at your workstation, including key questions and answers for reference. Communicate proactively with clients via email and phone regarding updates to product items, including barcode changes, discontinued products, and available alternatives or replacements. Professionally engage with export clients during their visits to Agrinet, providing assistance with their orders and addressing their specific requirements.

Administration : Maintain an organized filing system and submit all completed orders to the Admin team weekly, sorted alphabetically. Manage email correspondence efficiently, ensuring timely responses and regular archiving of mailboxes to maintain inbox hygiene. Save all written client communications and feedback for future reference and record‑keeping. Microsoft Office (Excel & Word).

Qualifications

• National Senior Certificate
• SABI Qualification on Irrigation courses will be an advantage
• At least 3 years of relevant sales experience

We are committed to transformation through the appointment of persons from designated groups and potential candidates from these groups will enjoy preference. Kindly note that a consumer credit record will be requested in respect of all appointments which involve dealing with cash or finances. Should we not have contacted you within six weeks of the closing date, you may assume that your application has been unsuccessful.

Closing date : 18 November.

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