Customer Service Consultant

6 days ago

Roodepoort, South Africa Reliable Store Full time

Customer Service Consultant Job Description
Job functions:

- Resolve product or service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the best solution
to solve the problem; expediting correction or adjustment; following up to ensure
resolution
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive
communication
- Handle complaints, provide appropriate solutions and alternatives within the time
limits and follow up to ensure resolution
- Keep records of customer interactions for future reference
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product is defective
- Attempt to persuade customer to reconsider cancellation
- Work with customer service manager to ensure proper customer service is being
delivered

**Requirements**:

- Proven customer support experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiar with support ticketing system and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Tertiary qualification, matric or equivalent
Customer service representative top skills & proficiencies:

- Customer Service
- Product Knowledge
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills

more than 2 Years experience

**Salary**: R5,500.00 per month

COVID-19 considerations:
All customers and staff are required to wear a mask and sanitize regularly.

**Education**:

- Diploma (preferred)

**Experience**:

- Customer Service: 2 years (required)

**Language**:

- English (required)

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