Customer Service Representative Solvents, Phenolics and Min Chem

Sasol is an international integrated energy and chemicals company that leverages the talent and expertise of our more than 30 300 people working in 33 countries. We develop and commercialise technologies, and build and operate world-scale facilities to produce a range of high-value product streams, including liquid fuels, chemicals and low-carbon electricity. While remaining committed to our home-base of South Africa, Sasol is expanding internationally based on a unique value proposition. By combining the talent of our people and our technological advantage, Sasol has been a pioneer in innovation for over six decades. As market needs and stakeholder expectations have changed, so too have our methods, facilities and products, driving progress to deliver long-term shareholder value sustainably. The growth and enhancement of our foundation businesses in Southern Africa is complemented by the significant chapter of growth, Sasol has entered in its history. The company is listed on the JSE Limited in South Africa and on the New York Stock Exchange in the U.S. Terms of use: While we encourage a multitude of views and opinions on this forum, any comments that contain spam (irrelevant links or self-promotion), hate speech or foul language will be removed. Fraud Alert! Sasol's recruitment process does not include unsolicited offers of employment and also does not require advance payments from candidates. Sasol will only contact you if you have applied for a vacancy through the career website, the official Sasol LinkedIn page or if you were contacted by one of our authorised recruitment personnel or local recruiting office. Sasol will not ask you to send personal banking information via email. If you suspect fraud, you are encouraged to alert Sasol by sending an e-mail to View email address on myjobmag.co.za. Alternatively please report such activity to your local law enforcement authorities.Purpose of Job Guide and help customers with requests, orders, and complaints. Process customer orders accurately and within agreed timelines. Timeous resolution of customer enquiries, customer communication on orders and deliveries. Contribute towards efficient operation of the Customer Contact centre. Evaluate the effectiveness and accuracy of processes and recommend changes. Key Accountabilities Demonstrate a high-level understanding in regards to the BU and Sasol Group's products and services to properly answer questions and inquiries. Execute daily operational customer facing activities with the BU's strategy. Support customers, promptly respond to their inquiries and requests, take orders, and process returns. Process and Verify the completion of orders in the local and export environment according to the standard practices and requirements(pricing, order solicitation, quality of service, and dates of delivery). Send confirmation order to consumer once verified. Ensure housekeeping of order bank is ongoing and proper date management is maintained on orders. Perform cleaning of orders to enable execution according to the agreed timelines/lead times with customers. Generate and communicate outputs within the CSR area of responsibility to the customer. Provide timeous resolution of customer enquiries and tracking updates to the customers related to orders and deliveries. Provide the required back-up to team members as necessary. Control immediate and short-term issues promptly and with procedural routine. Alleviate grievances or complaints sensibly. Escalate to management when necessary. Respond to and take ownership of customer issues in a timely manner and follow up until resolved. Investigate re-occurrence of customer specific incidents, initiate root cause analysis, and propose corrective and preventative measures to line manager. Collaborate with internal relevant functions (e.g. manufacturing, accounting, human resources, project management, shipping, purchasing, and engineering) to address and resolve issues. Continuously optimize the BU's customer service overall experience to achieve the highest level of customer satisfaction consistently. Perform ad-hoc activities when requested by management (e.g. prepare presentations). Adhere to and guarantee that the BU and Sasol Group's policies, procedures, and standards are compliant. Apply evidence-based SHE practices in alignment with set standards for safe operations. Implement Sasol Group's risk philosophy and enterprise risk management framework. Build and maintain positive relationships with the team, customers, managers, and other relevant stakeholders to enable the achievement of a customer service excellence. Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals. Formal Education High School / School Diploma or similar Working Experience Experience: 6+ relevant years