Customer Care Co-ordinator

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001213

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Client Services
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:

Tracker requires the services of a Co-ordinator in the Caredesk department at Head office based in Johannesburg.

We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.


Job description:

  • Ensure that telephonic / electronic requests and walkin clients received within the Caredesk Department are handled efficiently and in line with service level agreements and standards.
  • Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a priority.
  • Monitor and oversee social media platforms.
  • Be responsible for investigation, resolution and reporting of all customers related complaints follow up queries and liaise with all necessary parties and departments regarding query resolution.
  • Identify concerns or trends, investigate, and propose possible solutions for problems.
  • Attend to walk in clients with a view of resolving queries / complaints.
  • Ensure meeting of targets / deadlines as per Key Performance Agreement.
  • Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
  • Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise.
  • To gather information including root cause analysis of complaints providing recommendations for Managements review.

Minimum requirements:

  • Matric with 5 years working experience in a Contact Centre.
  • Experience in handling director level or escalated complaints will be advantageous.
  • Minimum 6 months to 1 year experience in handling escalations and/complaints.
  • Minimum 6 months to 1 year financial system (willow) experience.
  • Must have a genuine concern for customer complaints and work with dedication towards finding solutions.
  • The ability to cope with a constant changing and pressurized environment.
  • Good understanding of operational environment (Product and systems knowledge) and analytical skills
  • Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.
  • Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.

Competencies

  • Must be selfmotivated and a good team player.
  • Excellent communication skills and high emotional intelligence (EQ) level.
  • The ability to work in an environment where multiskilling is required.
  • Assertive
  • Detail Oriented


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