Sibongile Jeniffer Thaba

Key Responsibilities

• Process and manage customer orders received via email, ensuring accuracy and compliance with company procedures.
• Handle goods returns, credit processing, and order amendments according to established policies.
• Resolve customer queries effectively, achieving high levels of first-call resolution.
• Liaise with internal departments including Supply Chain, Warehouse, Finance, and Sales to ensure excellent customer service delivery.
• Provide customers with updates regarding orders, pricing, stock availability, and backorders.
• Manage customer cases using Salesforce Sales Cloud and allocate cases appropriately.
• Support export order processing and Neuromodulation product orders and related customer inquiries.
• Assist new team members with onboarding, training, and order management processes.
• Maintain accurate filing and administration of customer records and transactions.
• Support warehouse operations with delivery notes, returns processing, and stock transfers.

Additional Leadership & Support Functions

• Prioritize and coordinate daily customer service activities to meet agreed service levels.
• Monitor customer order portals and manage urgent requests.
• Act as SAP Subject Matter Expert (SME) for the Customer Care team.
• Coach colleagues on customer service, SAP transactions, and order management processes.
• Support management to improve customer service processes and departmental performance.
• Monitor product return activities to ensure timely and accurate processing.
• Support invoicing activities and customer case management during peak periods.
• Build strong internal and external relationships to drive continuous improvement initiatives.

Key Responsibilities

• Managed Direct-to-Consumer order processing and customer interactions.
• Handled incoming calls, quotations, sales orders, returns, and customer inquiries.
• Maintained customer databases to support forecasting and business planning.
• Compiled Customer Care performance reports for management review.
• Assisted with supply chain coordination and sales order administration.
• Managed customer complaints and ensured timely resolution.
• Liaised with third-party distributors regarding product deliveries.
• Assisted customers with pricing, product information, and service-related queries.

Key Responsibilities

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Managed assigned customer accounts and debt recovery activities.
• Negotiated payment arrangements and repayment plans with customers.
• Resolved customer account discrepancies and service-related concerns.
• Delivered professional customer support while maintaining compliance with company policies.
• Handled customer complaints and ensured satisfactory resolutions.
• Maintained accurate customer records and account information.