Customer Service Consultant

2 months ago


Midrand, Gauteng, South Africa iSON Xperiences Full time

Job Summary: We are seeking a highly skilled Customer Service Consultant to join our team at iSON Xperiences. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring that our clients receive the highest level of support.

Key Responsibilities:

  • Respond to Inbound Queries: You will be responsible for responding to inbound queries via voice and email correspondence, handling and resolving customer queries in a timely and professional manner.
  • Resolve Customer Issues: You will be required to handle and resolve reconciliation items, refer to procedure manuals when processing requests, and update standard letters and documents for dealing with customer queries.
  • Provide Settlement Quotes: You will be responsible for providing settlement quotes and requesting deal adjustments, including changes to finance agreements and payment terms.
  • Navigate Complex Issues: You will need to navigate complex issues, such as moratoriums, change of banking details, and substitution of goods, and provide remittances and explanations of statements and audit summaries.
  • Load Beneficiaries: You will be responsible for loading beneficiaries and requesting refunds, including IPA and automated refunds.
  • Escalate Processing: You will need to escalate processing of additional finance on current finance agreements, such as motor plan and warranty extensions, and advise on process and gather relevant information and documents.
  • Investigate and Resolve: You will be responsible for investigating and resolving related account queries and complaints, and liaising with clients, dealers, insurance, and other internal departments.
  • Ad-hoc Duties: You will be required to perform ad-hoc duties as needed, and encourage survey uptake and drive excellent customer service.

Requirements:

  • Excellent Communication Skills: You will need to possess excellent communication skills, both written and verbal, to effectively communicate with customers and internal stakeholders.
  • Problem-Solving Skills: You will need to possess strong problem-solving skills to resolve complex customer issues and navigate complex procedures.
  • Attention to Detail: You will need to possess attention to detail to ensure accuracy and quality in all aspects of your work.
  • Team Player: You will need to be a team player, able to work collaboratively with internal stakeholders to achieve business objectives.


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