Support Consultant

Our cllent specialises in end-to-end engagement solutions using a holistic approach that connects employees, sales and channel partners, and customers. They are recruiting for an experienced and motivated Support Consultant to join their dynamic team.

**Responsibilities**:
Answer and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner

Constantly meeting organizational service level agreements by taking appropriate actions to resolve customer queries

Assess customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution

Follow appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer

Provide feedback to the customer on actions taken to ensure appropriate magical levels of customer service

Remain current with product, system, process and policy knowledge

Escalate complex problems and difficult situations when required

Diffuse difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems

Check customer details to ensure accuracy and relevance to the service interventions

**Qualification and Experience**:
Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills

Attentive listener with a professional approach

Good attention to detail and data accuracy

Adaptable and flexible, adapts style to align to cultural differences

Knowledge of standard rules, procedures, and operations within a contact Centre environment

Ability to solve basic problems which may be varied but similar

Ability to fact find to gain a full understanding of an issue and consider most appropriate response

Ability to work effectively in a team to support the achievement of objectives

Demonstrates the ability and passion to learn

Matric or NQF Level 4

Minimum one-year high pressured customer service environment

Experience with the prompt resolution of complaints

**Salary**: Market related

**Working hours**: 08:00 - 17:00 Monday to Friday, Saturday 08:00 to 12h00

**Location**: Head Office based in the Westlake area