Support Consultant

The successful incumbents will provide first line service with a focus on data accuracy, support, complaints and basic problem-solving capabilities.
Daily call and quality targets will be in place, and you will operate under close supervision of the Team Manager whilst following predefined standard operating processes and procedures.

**This position is accountable for**:

- Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
- Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer queries
- Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
- Following appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer
- Providing feedback to the customer on actions taken to ensure appropriate magical levels of customer service
- Remaining current with product, system, process and policy knowledge
- Escalating complex problems and difficult situations when required
- Diffusing difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems
- Checking customer details to ensure accuracy and relevance to the service interventions

**Knowledge, skills and attributes**:

- Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills
- Attentive listener with a professional approach
- Good attention to detail and data accuracy
- Adaptable and flexible, adapts style to align to cultural differences
- Knowledge of standard rules, procedures, and operations within a contact centre environment
- Ability to solve basic problems which may be varied but similar
- Ability to fact find to gain a full understanding of an issue and consider most appropriate response
- Ability to work effectively in a team to support the achievement of objectives
- Demonstrates the ability and passion to learn

**Experience and Education**:

- Matric or NQF Level 4
- Minimum one-year high pressured customer service environment
- Experience with the prompt resolution of complaints

**Job-related knowledge and skills**:

- Knowledge of Microsoft Word, Outlook, and Excel
- Excellent communications skills and telephone etiquette
- Good knowledge of contact centre procedures
- Ability to retain large amounts of information regarding the campaign and processes.

**Competencies required (non-negotiable)**:

- Client engagement:

- Takes ownership to resolve queries promptly and capably.
- Shows empathy in understanding client needs
- Resolves query within the required process and turnaround times.
- Provides a positive client experience (magical)
- Customer service support:

- Receives and handles requests for service, following agreed procedures.
- Promptly allocates calls, queries as appropriate.
- Logs incidents and service requests and maintains relevant records
- Communicates effectively with customers to provide relevant information about products and services.
- Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints.
- Uses databases to retrieve and enter data following standard operating processes and procedures
- Integrity
- Adheres to the good business practice (code of conduct)
- Embraces working procedures, company policies and regulations.
- Can be trusted to keep own commitments and supports others in keeping their commitments
- Considers the interest of the client, community and environment.
- Acts consistently in accordance with clear ethics and values.
- Teamwork
- Understands the goals of the team and puts these ahead of self-interest.
- Expresses appreciation of the positive contribution of others.
- Open to give and receive constructive feedback to meet the team objectives
- Share knowledge in order to help the team achieve collective success.
- Results orientation
- Accepts ownership of and responsibility for own work.
- Pursues organisational objectives with energy and persistence.
- Sets high personal standards for performance.
- Sets goals and works to meet established expectations; maintains performance levels
- Note: An applicant assessment and background check may be part of your hiring procedure._