PURPOSE OF JOB Responsible for overseeing that the sales and service center meets the established standards of quality, service and SLA levels on all inbound interactions. MINIMUM REQUIREMENTS/QUALIFICATIONS AND EXPERIENCE  matric certificate  tyre industry experience of 12 months essential  quality assurance experience in a sales and service center environment of 12 months essential intermediate Microsoft office skills a natural aptitude for mathematics and statistics  attention to detail  problem solving abilities  excellent written and verbal communication skills and business acumen customer centric attitude  negotiation skills  back office and billing systems knowledge is advantageous  willingness to adapt to an ever changing environment  copes well under pressure good time keeping fully competent on the below systems: salesforce sage evolution mitel/ccmweb call cabinet/atmos  Knowledge : 1. Sales & Service Centre operational knowledge 2. Sales & Service Centre SOP’s 3. Customer SLA’s 4. IR & Labour Relations Policies 5. Policies & Procedures 6. Basic understanding of volume discount structures 7. Organogram & Business Process 8. Export requirements 9. Product knowledge Skills : 1. Customer service skills 2. Problem solving & trouble shooting skills 3. software skills (Salesforce, Sage, Telephonic system) 4. Conflict resolution skills (internal & external) 5. Coaching & corrective management skills 6. Time management skills 7. Basic budgetary and asset management skills 8. Relationship Management 9. Leadership and Management skills 10. Sales & Service Centre operational skills 11. Presentation skills 12. Negotiating skills