Consumer Service Consultant Cic

1 week ago

Gauteng, South Africa Smollan Full time

Job Summary:
To deal with customer queries and complaints, record all data relating to the queries, and ensure effective feedback to the customer from the respective client.

Key Responsibilities and Deliverables:
**Effective administration**
- Adhere to and enforce company policies relating to but not limited to Devices, Time & Attendance.

**Customer handling**
- Deal with all queries relating to: Business Units, Build relationships with Field Staff as well as Operations Teams
- Answer promptly (3rd ring)
- Use hold procedure effectively
- Listen carefully Question to confirm
- Pronounce words clearly/no via’s
- End calls with a positive and friendly tone

**Client service**
- Provide feedback to clients pertaining to Attendance and or KPI Compliance
- Follow instructions from the client on how to address the query or answer the escalated enquiry
- Ensure excellent customer service on behalf of the client

**Effective teamwork and self-management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate ability to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
- Manage own career development by staying abreast of any technical and industry changes

**Experience**
- Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential

**Qualifications**
- Grade 12 on the job training (In-house)

**Knowledge, Skills & Abilities**
- Proficient administrative skills
- Professional telecommunication etiquette
- Client-centric approach
- Active and empathetic listening skills
- Results driven
- Conflict handling
- Cultivating and strengthening brand identity
- Attention to detail
- Dedication to ongoing learning and advancement
- Resilience and composure under pressure

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