Customer Care Consultant

3 months ago


Durban, South Africa Dr. Oetker South Africa (Pty) Ltd Full time

As a Customer Care Consultant you strive to assist with the day to day customer care (all business channels), customer complaint s and administrative duties within the department.

WHAT THE ROLE ENTAILS
- Timeous responses in accordance with SOPs, use of appropriate t one of voice.
- Customer Care (all business channels) complaints handling in accordance with SOPs
- Customer Care (all business channels) accurate recording and reporting of all complaints, queries, suggestions etc. monthly, quarterly and annually.
- Filing of all Château Gâteaux Customer Care (all business channels) complaints, loyalty app errors, suggestions and compliments in files.
- Assisting Customer Care team with pulling data totals from the trackers for QMM.
- Filing of all Dr. Oetker Customer Care complaints, suggestions and compliments in files.
- Covering tasks of Customer Care Manager when on leave including responding to general enquiries, responding to service and product related complaints, raising CPAR’s and closing off complaints. Amending loyalty app errors sent from stores and customers, add loyalty app points for online deliveries.
- Filing of all complaints (both digitally and hard copy).
- Answering of all marketing related cold calls.
- Capturing all product and service. related complaints from all stores and foodservice received from all communication platforms on to Customer Care Tracker.
- Capturing and filing errors under Loyalty App.
- Investigate and resolve errors, following the correct reporting methods.
- Assisting and supporting Château Gâteaux Marketing team on adhoc projects and distribution of POS material.
- **Detail orientated**:

- You must constantly strive to maintain accuracy with the information you collect and process. Great attention to detail.
- **Exceptional interpersonal skills**:

- You must be able to communicate and coordinate with various people across the Group. You must possess excellent analytical, problem solving and organizational skills.
- **Task Focused -** You aim to complete tasks in the most comprehensive way possible.
- **Deadline Driven -** you plan and structure your day to ensure that you meet your deadlines for all tasks.

**Preferred Experience**
- Diploma or degree in Marketing or a related field
- Computer literate (MS Office, Excel essential)
- 1-2 years of experience in an office administration, customer service and telephonic support.
- Proficient in speaking, reading and writing in English with report writing skills and compilation ability.

**Job Types**: Full-time, Permanent

Pay: R10 000,00 - R11 000,00 per month

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What customer care systems have you been exposed to?
- Elaborate on your customer care experience?
- Describe the functions you are proficient in using Microsoft Excel, Word etc

**Education**:

- Diploma (required)

**Experience**:

- Office Admin: 3 years (required)
- Microsoft Excel: 3 years (required)
- Customer Interface: 3 years (required)
- Customer Care: 3 years (required)

**Language**:

- Fluent English (required)

**Location**:

- Durban, KwaZulu-Natal (required)



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