Contact Centre Consultant

1 week ago

Cape Town, South Africa Clicks Group Limited Full time

Advert reference: click_012532
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**:
We are looking to recruit a Contact Centre Consultant to work within the Marketing department. The role will be based at our head Office in Cape Town and will report to the Contact Centre Team Leader.

**Job description**:

- To provide problem resolution to enquiries and complaints to the Clicks Group customer through the various customer communication methods including inbound and correspondence.

**Job Objectives**:

- Respond to a targeted amount of telephone calls accurately and in a specified time frame, thereby meeting set service standards relating to complaints.
- Meet Customers’ expectations by being knowledgeable, professional and courteous and thereby ensuring ‘one-contact’ resolution relating to customer complaints.
- Proactively recommend new processes and improvements to current practices to exceed customer expectation.
- Liaise with Team Leaders and ClubCard Manager to ensure all relevant information is communicated and escalated accordingly.
- Consistently facilitate all customer interactions relating to complaints & queries, inclusive of calls, correspondence & tasks by offering a solution based approach to all customer interactions whilst adhering to correspondence SLA’s in order to retain customers.
- Maintaining the CRT database by means of accurately processing information, and submitting weekly reports to the Team Leader detailing the number of calls handled.

**Minimum requirements**:
**Education and Experience**:

- Grade 12 (Essential)
- Contact Centre qualification
- 2 years Contact Centre Experience in an e-commerce customer service environment. (Essential)

**Job Knowledge**:

- Consumer Protection Act
- Protection of Personal Information Act
- Contact Centre systems
- ClubCard Strategy and Operations

**Job Skills**:

- Customer Service orientation
- Conflict Resolution
- Excellent communications skills and telephone etiquette
- Problem solving skills
- Effective Time Management

**Competencies**:

- Working with People
- Following Instructions and Procedures
- Adhering to Principles and Values
- Delivering Results and Meeting Customer Expectations
- Relating and Networking
- Achieving Personal Work Goals and Objectives

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