Customer Service Consultant

2 days ago

Houghton Estate, South Africa Smollan Full time

Key Responsibilities and Deliverables

Customer handling
- Deal with all queries relating to:

- Product information
- Spares and Repairs
- Complaints
- Provide feedback (within 24hrs) to customers from the client pertaining to queries referred to the client from the call centre
- Build relationships with customers by promoting the brand and its products:

- Create awareness of products
- Offer useful product suggestions
- Recommend
- Market Promotions
- Ensure call quality:

- 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 manufacturing and or stock holding problems (complaints) reported by consumers
- Follow instructions from the client on how to address the complaint or answer the escalated enquiry.
- Ensure excellent customer service on behalf of the client

Effective administration
- Classify all calls into the correct category on CRM
- Capture all the data relevant to each complaint on relevant systems:

- Product details
- Complaint description
- Personal details
- Maintain record of all correspondence between the relevant stakeholders
- Record resolution of the complaint/query

Effective teamwork and self-management
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritize, 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 organizational needs
- Manage own career development by staying abreast of any technical and industry changes
- 1-2 years call center experience preferable/ Customer service experience/Administrative experience or high learning potential||Essential / Minimum|0-5 years|
- Grade 12/NQF level 4
- Customer service skills
- Conflict resolution skills
- Brand development
- Attention to detail
- Self-motivated
- Ability to work under pressure
- Interpersonal skills
- Communication skills (verbal & written)
- Time management
- Planning & prioritization
- Administration skills

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