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Customer Service Consultant

1 day ago

Durban, KwaZulu-Natal, South Africa Ignition Group Full time


Description

First Teir / Level Customer Support

 

  • Receive Telephonic or Digital (Email, social media, Chatbot, WhatsApp) queries and enquiries from customer
  • Assess Queries received and provide Product and Service support to customers.
  • Log queries received in a manner that allows the business to analysis and categories reasons for queries or complaints and implement service delivery improvement.
  • During interactions transfer product and business value proposition know to customers that allows them to realise the potential and benefits of the products and services the business provides.
  • Diagnoses the customers service situation and provide a First Call Resolution consistent with the business, product and / or service delivery processes, standards, and Terms.

Escalation handling and resolution

 

  • Identify solutions and implement resolutions for escalated issues, working with relevant internal teams.
  • Ensure that turnaround times for analysis and resolution of escalations are met in accordance with service level agreements / compliance standards.
  • Provides feedback to the relevant stakeholders and keeps them informed about the progress of the case and expected timelines for resolution.
  • Act as a feedback loop by providing insights and guidance on handling difficult cases and helping improve overall service quality.

Reporting

 

  • Maintain detailed records of escalated cases, actions taken, and outcomes to facilitate reporting, analysis, and process improvements.
  • Contribute to the creation of documentation to support resolution of future issues of a similar nature.
  • Produce regular reports and summaries on escalated cases, resolutions and trends.
  • Present findings on trends to the relevant internal stakeholders.


Requirements
  • Matric
  • Relevant diploma or certification

Experience:

  • At least 3 years' work experience in customer service or support roles, with a focus on handling escalations and customer issues.
  • Previous experience working in a contact centre environment.

 

Knowledge, skills and attributes:

  • Intermediate computer skills (basic excel, word, e-mail).
  • Good verbal and written communication skills.
  • Able to discern the material from the immaterial with respect to what is uncovered in findings.
  • Accustomed to tight deadlines and able to multi-task.
  • High degree of integrity and highly organised.
  • Good listening and interpersonal skills.
  • Ability to apply logic to arrive at conclusions when collating insight on investigations, and proactively engage on solutions.
  • Solid attention to detail.
  • Problem solving and critical thinking skills.
  • Customer-centric mindset with a passion for service excellence.
  • Ability to work collaboratively with cross-functional teams.


Work Level

Junior

Job Type

Permanent

Salary

Market Related

EE Position

Yes

Location

Durban