Customer Relationship Consultant

4 weeks ago


Randburg, South Africa Afrizan People Intelligence Full time

**About us**

We are professional, agile and innovative.

Our work environment includes:

- Modern office setting
- Growth opportunities
- Safe work environment

**Effortless Customer Experience Delivery**
- Ensure delivery of customer service objectives.
- Own & resolve customer issues as comprehensively as possible on first contact.
- Be a brand ambassador of the client and create a positive image to the customer and manage impact to brand on digital platforms.
- Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
- Adhere to the set Customer Care processes and business procedures.
- Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.
- Use relevant tools to support customers on product, system and process knowledge.
- Ensure the consistent delivery of all contracted KPIs.
- Meet service quality standards as outlined.
- Drive customer usage by educating customers on self service and digital service platforms.

**Sales Activities**
- Generate quality leads to ensure that the required conversion ratios are achieved**.**:

- Identify opportunities to sell, cross sell and upsell client products on all customer interactions.
- Converse & engage with customers around the client VAS offerings.

**Retentions and Service Recovery Activities**
- Retain client's Customers upon cancellation request.
- Effect outbound proactive retentions campaigns.
- Recover the service where customers complain about service, product, process issues.
- Identify any activities that may have potential negative impact to the company brand and escalate via the defined escalation processes.

**Customer Relationship Management**
- Proactively engage customers on all active campaigns and service disruptions.
- Utilize consumer profiling analytics to complete any targeted campaigns.
- Actively campaign the CVM calender to clients where applicable.

**Job Type**: Temporary
Contract length: 12 months

Ability to commute/relocate:

- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

Expected Start Date: 2023/08/30



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