Social Media and Complaints Advisor

2 weeks ago

Cape Town, South Africa Webhelp Full time

Are you a customer centric, positive and driven individual with a knack for communications? We have an exciting fixed-term opportunity for you to join our team as a Social Media and Complaints Advisor on a fast-moving campaign.

Grow your career with our fun-loving global community of more than 110,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

If you can hear what someone’s saying without it being spelled out, if you can solution find, problem solve and keep your cool under pressure then this may be the right role for you. We want digital savvy, fast typing and proactive action takers.

You should be empathetic and understanding when responding to customer complaints or queries. And, you should have a keen eye for details and be confident in decision making, while always willing to go the extra mile to achieve customer satisfaction.

What you’ll be doing
- Ensuring customer queries and complaints are acknowledged in a timely manner and customers are kept informed throughout the process
- Using expertise, questioning and listening skills to diagnose problems and make a judgment on the best solution or action to resolve the customer queries
- Resolving customer queries and complaints within the confines of operational and client policies and procedures
- Ensuring accuracy and overall quality of work
- Raising incidents to the appropriate stakeholders providing accurate and relevant information
- Escalating to management or the appropriate support where necessary to ensure the customer expectations are met
- Making recommendations to management concerning issues that may affect the customer experience such as faulty equipment, system errors, training gaps, fraud or procedural issues
- Ensuring all accounts identified as high risk accounts are closely monitored
- Promoting client products, services and solutions at all times

What you’ll need
- Matric
- Excellent command of English language both written and verbal
- Minimum 12 months' customer service experience working on an international campaign in a contact centre environment
- Experience w\working with social media (Advantageous)
- Salesforce or Gnatta experience (Advantageous)
- Ability to work shifts on a rotational basis
- Excellent typing, analytical, time management and business writing skills
- Ability to navigate multiple screens and systems efficiently
- Strong ability to multitask without error or losing sight of priorities
- Ability to understand and analyse data effectively
- Clear credit, criminal and disciplinary records

What we're offering
- R9200 base entitlement
- Fantastic employee assistance programme (EAP)
- Webhealth benefits: World-class working environment, exercise classes, access to financial well-being sessions, will writing sessions, stress management sessions
- Interactive and inclusive company culture

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers.

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