Afrikaans Customer Service Consultant

**CLC JOB DESCRIPTION**

**EMPLOYEE**: TBC l **TITLE**: Customer Experience Ambassador

**Purpose**

To assist the Customer Experience Centre (CEC) with the vital role of performing customer service-related duties including the effective handling of inbound and outbound calls, logging cases on the CCA, performing follow ups and maintaining excellent communication with all relevant, involved parties and ensuring that requests for assistance are attended to in order to assist and contribute to the effective operation of a customer service orientated centre.

**Main Responsibilities**
- Provide EXCEPTIONAL customer service
- Answer inbound calls within SLA’s.
- Perform the necessary follow ups and maintain communication with all relevant and involved parties
- Adhere to the relevant company policy and procedure around the telephony system/s
- Adhere to the relevant company policy and procedure around company systems
- Adhere to the relevant company policy and procedure around the management of cases on the Call Centre

Application (CCA)
- Adhere to the relevant company policy and procedure around the management of tasks on the CCA
- Adhere to the relevant company policy and procedure around the management of notes on the CCA
- Adhere to the relevant company policy and procedure around the management of reminders on the CCA
- Adhere to the relevant company policy and procedure around the escalation process
- Adhere to the relevant company policy and procedure around shifts, leave and absenteeism
- Ensure that all clients and involved parties are assisted and treated efficiently, professionally and timeously
- Always contribute to the effective and smooth operating of the CEC

**Key Areas of Responsibility**

1. Provide EXCEPTIONAL Customer Service

1.1. Ensure excellent quality of service is rendered to clients and to the company
2. Perform the necessary follow ups and maintain communication with all relevant and involved parties

3. Adhere to the relevant company policy and procedure around the telephony system/s

3.1. All inbound calls to be answered within the service level agreement times.
3.2. All clients to be greeted according to the corporate greeting per client group.
3.3. Maintain and uphold proper telephone etiquette

4. Adhere to the relevant company policy and procedure around company systems

5. Adhere to the relevant company policy and procedure around the management of cases on the Call Centre

Application (CCA)

5.1. All cases to be logged accurately on the CCA according to company policy.
5.2. Every new case or query not related to an existing case must be logged on the CCA to ensure that there is a record of a client’s call.
5.2.1. Every call into and from the CEC that relates to an existing case on the CCA must be recorded on the

CCA in the form of a detailed note within the existing case.

5.2.2. Follow up and provide feedback to clients and all involved parties as required
5.2.3. The handover process:
**CLC JOB DESCRIPTION**

**EMPLOYEE**: TBC l **TITLE**: Customer Experience Ambassador
**DEPARTMENT MANAGER**: Charlene Herbst l **VERSION**: 3 04.2021

5.2.3.1. Any cases that need to be handed over to another consultant to continue with must be verbally explained to the consultant that it is being handed over where the case has been more complex.

5.2.3.2. A clear and accurate reminder is to be set which advises the recipient of the case of what needs to be done and when

5.2.3.3. A clear and detailed note must be made which provides a short description of what has transpired and advises the recipient of what needs to be done

6. Adhere to the relevant company policy and procedure around temp members

7. Written communication to any parties must be clear, detailed and professional

8. Ensure all relevant and supporting documents are uploaded to the CCA’s document warehouse and labelled correctly

9. Adhere to the relevant company policy and procedure around the management of tasks on the CCA

10. Adhere to the relevant company policy and procedure around the management of notes on the CCA

10.1. Ensure clear and proper notes are made on all incoming calls regardless of case ownership

10.2. Clear and concise notes must be made at ALL times. It must give a very definite and clear picture of the situation. Under no circumstances must any details not be noted. Telephone notes should include the telephone number and names of the people that have been spoken to.

11. Adhere to the relevant company policy and procedure around the management of reminders on the CCA

12. Adhere to the relevant company policy and procedure around the escalation process

12.1. Escalate matters where required to a Team Leader or Management immediately

13. Ensure that all clients and involved parties are assisted and treated efficiently, professionally and timeously

14. Always contribute to the effective and smooth operating of the CEC

15. Ad hoc duties assigned by management from time-to-time

**General requ