Sales and Quality Administrators X2: Blc

2 weeks ago


Sandton, South Africa Blue Label Telecoms Full time

**Job Purpose**

Due to the nature of the business, the Customer Liaison Consultant will be required to work on alternate weekends and is responsible to address all queries and requests that may come through after hours.

**Responsibilities**

**Customer Service**
- Reduce the number of complaints relating to customer service
- Display a passion for customer service, customer satisfaction and commitment to meeting and exceeding customer expectations
- Treat customers with professionalism at all times
- Display a strong service orientation in dealing with other staff members and customers

**Customer Management**
- Ensure that your customer base is maintained on the master database and that information/solutions to customers are resolved in order to close the ticket
- Provide all necessary information to Call Center teams to facilitate quick resolution of queries
- Leverage both internal and external relationships to increase brand awareness and effective execution
- Improve customer retention in the Independent Channels
- Building and maintaining relationships with existing clients
- Responding to enquiries in a professional and knowledgeable manner
- Provide second-level support when required
- Ensure cellphone network relationships are managed
- Service Levels, Performance and Training
- Manage service level performance against defined targets set by Line manager
- Meet or exceed quality expectations
- Attend meetings as required
- Actively seek and accept constructive feedback
- Ensure training is completed and understood on all Blue Label systems and products

**Operational Compliance**
- Ensure that all work is compiled and effectively executed on a monthly basis
- Coordinate and execute monthly/ quarterly/ and annual reporting when required
- Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to internal codes of conduct
- Ensure adherence to company policy, procedure and relevant legislation

**Behavioural Competencies**
- Ensures Accountability
- Plans and Aligns
- Communicates Effectively
- Interpersonal Savvy
- Collaborates

**Education**
- Matric
- Related diploma advantageous

**Experience**
- 3 years or more in Services & Telecommunications
- Must have Informal/Main market working experience in the industry
- Network experience advantageous
- A proven track record in retention



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