Customer Service Advocate

6 days ago

Johannesburg, South Africa Core Group Full time

Core Group represents some of the world's most valued and loved brands in Sub-Saharan Africa. As such, the functioning and operation of our warehouse plays an essential role in our business.

The Customer Service Advocate acts the middle man between the customer and business. We are looking for an individual with good communication and administrative skills. This person needs to be a customer centric individual who takes pride in delivering great customer service. Communication is key as you will be in constant communication with our customers as well as our external partners. We need someone who is level headed and knows how to manage and communicate to multiple people. If you are a vibrant communicator who takes pride in their administration, this is the role for you.

**Responsibilities**:

- Ensure customers’ needs and expectations are met.
- Engage with customers in a friendly, courteous and professional manner.
- Telephonic communication with customers regarding repairs, follow-ups, and financial quotes.
- Telephonic communication should be followed through with written communication.
- Ensure that outbound customer communication is prioritised as telephonic over written to make communication with customer more of a personal interaction.
- 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 customer requests for call backs are actioned as priority.
- Proactively highlighting any potential issues to the Customer Service Supervisor
- Ensure full understanding and up to date with Principle service programs and service strategies to ensure correct communication is conveyed to customer.

**Requirements**:

- Matric Certificate
- South African ID
- At least one year of experience in a customer service

**Key Attributes**:

- Professional
- Friendly
- Confident
- Empathetic
- Good verbal and written skill
- Good Telephone etiquette

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