Customer Service Advocate

6 months ago

Johannesburg, South Africa Core Group Full time

**ABOUT THE COMPANY**:
The Core Group is a group of companies that represent the world's leading personal technology products and services in Sub-Saharan Africa. We believe in bringing products and services to people that’ll empower, enable, inspire and grow - achieved through supply chain management, marketing management, channel management, enterprise sales and media relations. The main businesses that make up the Core Group**:iStore, Nintendo, DJI, Fitbit, Xiaomi**

As a market leader in the consumer electronics distribution space, we strategically align our services and values with our global partners - some of the most valued and loved brands in the world - to ensure that we deliver world-class solutions to both the retail and enterprise industry we service across the African continent.

**ABOUT THE ROLE**:
**Responsibilities**:
**Customer Service**:

- Ensure that all customers, both internal and external, needs and expectations are met.
- To be friendly and courteous with customers so as to resolve any issues prior to a complaint or formal escalation taking place.
- Taking inbound calls from customers regarding repairs.
- Ensure all quoted customers are telephonically contacted on the day of quote and daily follow-up of quoted customers with an explanation of what has been quoted on.
- Managing Awaiting spares customers communication with updated ETA’s..

**Administration**:

- Ensure that Filemaker and salesforce is accurately updated with all customer interactions
- Ensure that quotes are checked for accuracy prior to confirming acceptance
- Ensure that actions pertaining to customer advocacy team generated on priority list is actioned daily and do not fall out of SLA
- Ensure that repairs are updated to the correct status based on customer feedback

**Communication**:

- Ensure that correct service communication is conveyed to customer for understanding.
- Ensure that outbound customer communication is prioritised as telephonic over written to make communication with customer more of a personal interaction. Telephonic communication should be followed through with written communication.
- Ensure that customer requests for call backs are actioned as priority.
- Ensure that technicians are effectively and accurately communicated with regarding customer interactions and feedback.
- Proactively highlighting any potential issues to the Customer Service Supervisor

**Policies and Procedures**:

- Ensure full understanding and up to date with Principle service programs and service strategies to ensure correct communication is conveyed to customer
- Ensure full understanding of internal processes for effective communication to both internal and external customers

**Educational Requirements**:

- Matric
- Tertiary qualification advantageous

**Experience Required**:

- 3 years experience in similar role
- Proven track record in customer service

**Key Competencies Required**:

- Excellent interpersonal skills
- Effective listening and verbal skills
- Effective written communication skills

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