Consumer Service Consultant Cic

6 days ago

Gauteng, South Africa Smollan Full time

**Effective administration**

Classify all calls into the correct category of Salesforce Capture all the data relevant to each complaint on relevant systems: Batch details Complaint description Personal details Maintain record of all correspondence between the relevant stakeholders Record resolution of the complaint/query.
- Resolving customer complaints/queries received via different channels.
- Overseeing the customer service process.
- Supporting Management in complying to policies and procedures by providing feedback.
- Conducting quality assurance surveys with customers and providing feedback to the Management.
- Possessing excellent product knowledge to enhance customer support.
- Maintaining a pleasant working environment for the team.
- Excellent interpersonal, written and oral communication skills.
- Ability to work in teams.
- Computer skills.
- Engaged in handling calls from different business units (Internal & External).
- Provide World Class Customer Service.
- End to Transaction of Reports.
- Need to maintain Accuracy in Reports.
- Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills.
- Excellent verbal and written communication skills.
- Perform problem cause analysis.
- Resolve customer queries and achieve customer delight.
- Ability to Identify Opportunity and Implement Process Improvements.

Market Specific needs MENAT
- Track and ensure that all complaints logged for MENAT are resolved correctly
- Resolution must include replacement of product as per procedure on product replacement.
- Records and data must provide proof of compensation with complete traceability to support the business.
- Ensure compliance with the Protection of personal information at all times.
- Support training and guidance to sales teams and distributors in MENAT to facilitate the product replacement.
- Support the development of the process for product replacement that is efficient and effective for the consumer.
- Tracking the replacement of product to consumers in MENAT Market
- Follow up with the relevant manufacturing plant for investigations on all complaints logged in the MENAT region.
- High priority complaints must have investigations provided within 48hrs
- Escalate all complaints to Quality lead & Smollan manager where there are sensitive contacts / irate consumers which pose a risk to the brand and business
- Report weekly on all the above requirements creating clear visibility on case management across the business

Market Specific needs SSA
- Follow up with local consumer affairs team on all sensitive complaints
- Follow up on the closure of all Claims related to complaints
- Run the surveys for consumer affairs agent performance monthly
- Ensure compliance to the SSOP on Complaint handling for MENAT SSA
- Verifying the unknown complaint reports, and data integrity of the Contacts captured daily.
- Follow up with Consumer affairs agents on all foreign material complaints or complaints where plants request the sample for availability of samples when logged
- Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential (Training provided)
- Matric
- Sound administrative skills
- Excellent telephone manner
- Customer service orientation
- Listening skills
- Excellence orientation
- Conflict handling
- Brand building
- Attention to detail
- Personal development
- Ability to handle stress

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