Contact Centre Consultant

1 week ago

Cape Town, South Africa Clicks Group Limited Full time

Advert reference: click_012509
Advert status: Online
- **Position Summary**:
**Industry**:Wholesale & Retail Trade

**Job category**:Call Centre and Telesales

**Location**:Cape Town

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:Yes

**Brand**:Clicks Group

**Introduction**:
To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group’s reputation, thereby ensuring an increase in sales both online and in-store.

**Job description**:

- Meet customers' expectations by being knowledgeable, professional and courteous at all times and through ensuring ‘first contact’ resolution. In addition, to respond to customers within SLA.
- Assist with managing various mailboxes within the Clicks Group Customer Service Environment.
- Submit weekly reports to the Team Leader detailing the number of interactions handled.
- Performing daily checks of website when required - to ensure that customers are enjoying a seamless experience.
- Any other reasonable ad-hoc duties requested from management.

**Minimum requirements**:
**Education**:

- National Senior Certificate (Grade 12)
- Contact Centre qualification (Desirable)

**Experience**:

- 5 years’ experience in a customer service environment.
- 2 years’ experience in a Contact Centre with focuses on Social Media and/or Online Shopping support(Desirable)

**Job Knowledge and Skills**:

- Consumer Protection Act
- Customer Service Principles
- Protection of Personal Information Act
- Excellent Communication Skills (oral and written) in English and one other South African language
- Customer Service Orientation
- Demonstrated flair for troubleshooting and out-of-the-box problem solving

**Competencies**:

- Following instructions and Procedures
- Relating and networking
- Planning and Organising
- Coping with Pressures and Setbacks
- Entrepreneurial and Commercial Thinking
- Working with people
- Adhering to Principles and Values
- Delivering Results and Meeting Customer Expectations

**Other Information**:

This position involves working shifts which may be scheduled between 07:30 and 21:00 and may include Saturdays, Sundays and Public Holidays.

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