Call Centre Consultant Consumer Lines

7 days ago

Gauteng, South Africa Premier Full time

**Purpose of the job**:
To be a strategic link in our customers’ communication processes, committed to exceeding their expectations by managing customer information and processing of complaints received from various sources.

**Key Responsibilities**
- Maintain excellent customer relations and have a professional attitude
- Effectively manage behaviour relating to punctuality
- Follow up on escalations and keep Consumers informed
- Obtain 100% on all call by adhering to operating guidelines and standard procedure (quality, accuracy & behaviour) - All calls must be handled in a professional manner and according to the Call Assessment
- Classify all inter-actions correctly on the relevant systems including, Call Type and Call Description, customer details Category, Sub-category Call Origin.
- To communicate effectively and professionally with irate Consumers
- Ensure that open calls / cases are frequently updated as per SOP
- Follow up on escalations within the prescribed turn - around time
- Manage large amounts of incoming complaints
- Ensure that corrections are completed promptly
- Excellent product knowledge
- Work in a professional and courteous manner with internal and external customers
- Daily review and follow up of open/late/ sample collections on complaints
- Execute Consumer Ombuds complaints effectively.
- Effective ability to handle stress, particularly with high-volume workload, on short notice.
- Strong understanding of the English language and effective English communication skills, both in written and verbal.

**Qualification Requirements**:

- Senior certificate (Grade 12)
- Relevant customer care qualification will be advantageous.

**Experience Requirements**:

- 2-3 years prior experience in customer service role

**Key Outputs**:
**Skills and Attributes Required**
- High level of accuracy
- Strong customer service skills
- Sense of urgency / enthusiastic
- Ability to drive for results and accountability.
- Innovation/continuous improvements\
- Core business processes and capabilities
- Excellent communication skills
- Good analytical and problem-solving abilities
- High stress tolerance & resilience

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