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
- Customer service support
- Integrity
- Teamwork
- Result orientation
- Achievement Awards Group is committed to the principles of equal employment opportunity and suitably qualified job applicants are invited to submit their CV online on or before the 30 April 2023. Preference will be given to applicants from designated groups through a fair recruitment and selection process in accordance with laws governing employment equity, where such laws are applicable._
- Note: An applicant assessment and background check may be part of your hiring procedure._