Customer Service Consultant
2 months ago
Salary: Market related
Location: Sandton, Johannesburg
Industry: Manufacturing
Reference Number: MJ.H.LT.21102024
COMPANY DESCRIPTION:
Our client, a leader within optical lens manufacturing is looking for a Customer Service Consultant to join their team as soon as possible.
JOB DESCRIPTION:
To aid directly and indirectly all customers to facilitate ease of ordering, tracing orders and resolving technical queries. To aid sales and marketing team to ensure growth and to iron out any difficulties encountered with respect to pricing, systems, customer retention and overall company growth.
MAIN DUTIES & RESPONSIBILITIES:
Customer Queries Incoming and Outgoing
- Attend to customers across all contact mediums including Phone, Email, WhatsApp, Facebook Hub, Chatbot, Service Console and any other mediums not mentioned
- Attend to all queries, whether related to Product, Price, Technical, Program/Webpage, Companies Tracers or any other queries
- Companies Program (online ordering) problem solving via Phone, Email, Messaging
- Capturing of Phone, Email, Messaging and Fax orders when received for processing
- Keep adequate and full record in captured electronic form to be utilised in feedback sessions
Customer Account Monitoring and Growth
- Monitor and assist to provide correct turn-around times of all orders for Customers Accounts assigned, (in conjunction with internal lens chasers and production Team Leaders)
- Manage Customers Accounts in terms of lens and product usage data to ensure customers product growth targets are met
- Report to Management on all customer complaints and keep record in captured electronic form to be utilised in feedback sessions
- Store activation: Initiate contact with customers and provide product/sales information to improve lens usage
- Assisting with credit requests from customers
- Deliberate and accurate capturing of customers account is required. All communication and order processing must be traceable electronically in a reliable, easy to find format
- All communication forms to be recorded in Salesforce
- Effective, targeted, and accurate communication with customers and frontline practice employees
Sales Team Support
- Support in-market Area Sales Managers with tools to ensure continued revenue growth in the region
- Assist Area Sales Managers with urgent requests as well as technical or non-adaptation information requests
- Assist Training Team with details and information for training needs at practice level
- Effective, targeted, and accurate communication with companies ASMs
Written Communication
- Support and answer all WhatsApp and various text messages within a 5 to 10-minute window
- Continuously add more customers on WhatsApp / Text for easy communication to actively reduce incoming telephone calls to the call centers across all Companies, Branches and Departments
- Continue to uphold professional communications with full sentences, adequate punctuations, and grammar
Production Support
- Attend to all customer own query tickets within a day to ensure all queries / concerns are attended to promptly and satisfactory to all parties involved. Ensure all communication is documented and correctly tagged and labelled to ensure smooth completion of all queries and orders
- Cancel all relevant query tickets and refer to correct reference tray on the same day (within the shift worked period)
- Place orders for customers in a timely manner
- Receive and unpack orders timely with great care so as not to Mix-up orders, damage frames or lenses and for reduction in delays
- Ensure no chemicals / abrasive substances / cloths are used on sensitive frames and lenses materials
- Ensure absolute care when handling frames and lenses, securing all packets to avoid losses of parts and goods
- No eating / drinking allowed in the vicinity of any lenses or frames materials, the canteen is to be utilised for this function during company tea and lunch breaks
- For frames and lenses protection - no dangling jewelry, robust finger rings, or long fingernails when working with customers frames or lenses. Please ensure clean sanitized, dry hands before working on / with customers frames and lenses. The protection of the customers goods and time management is expressly important
- Lens holding procedures to be followed when working with any optical lenses
Management Support
- Assist your direct Supervisor and all Departmental Managers with any assistance required
- Further your personal growth by indicating to relevant managers should you prefer to receive training in specific departments / roles
- Assist across all Companies, Departments, Branches with heavy workloads, where possible, to reduce poor customer communications, delayed / missed calls and slow message answering, poor production output and workflows and low yields
- Assist management with ideas on better workable systems within the lab environment, reducing our footprint, resulting in higher quality output and decreased wastages across all departments
- Continuously utilise learning programmes offered by the Company to further personal growth
- Meet targets set for the team
- Adhere to deadlines provided for projects and tasks
- Assist with overtime work when required
- Plan and prepare your workday arrive prepared and on time
- Provide adequate medical certificates where needed
- Apply out of office notifications to email and company cell phone to avoid customer dissatisfaction and communication delays
- Communicate concerns
TRAINING REQUIREMENTS:
- Basic training will be provided during the first 2 weeks
- Subsequent on-the-job training will be provided
- Bi-weekly Calls Evaluations, and Training Procedures
- Continued Product and Optics Training and Development
- Security Training Online Presence / Cyber Safety
- POPIA Protection of personal information for Company, Customers, Patients, Suppliers, and any other subsidiaries or affiliates of the Company
- Cross-Departmental / Company / Branch training is done for and with all employees to assist in fluent workflows across all company processes for maximum output, and employee growth and exposure to new opportunities
EDUCATIONAL REQUIREMENTS:
- Grade 12
- Optometry Degree / Dispensing Diploma
EXPERIENCE AND SKILLS REQUIRED:
- Optometric Practice Experience - An Advantage
- Optical Laboratory Experience - An Advantage
- Working in a Team Requirement
- Optical Knowledge - Preferable
- Microsoft Office Skills - Essential
- Professional Verbal and Written Communication - Essential
- Excellent Time Management Essential
- Excellent attention to detail Essential
- Strong Problem-Solving Skills - Essential
- Linked-In Learning Navigation - Adequate self-assistance
- Salesforce Experience - Preferable
- Experience in Call Centre Environment - Preferable
- Multitasking, working between different devices and screens, programmes, and webpages - Essential
- Can-Do attitude with willingness to learn and grow with the company Essential
By Submitting your CV, you confirm that:
- We may retain your personal information in our database for future matching.
- We may contact you when suitable opportunities arise.
- The information you have provided to us is true, correct and up to date.
We endeavour to reply to each and every application, however, should you not hear back from us within 14 days please consider your application unsuccessful.
-
Customer Service Consultant
1 month ago
Sandton, South Africa The Globevest Group Full timeJob Title: Customer Service ConsultantJob Summary: We are seeking a highly skilled Customer Service Consultant to join our team at The Globevest Group. The ideal candidate will possess excellent communication skills, a strong understanding of optical principles, and the ability to work effectively with customers and internal stakeholders.Main...
-
Customer Service Consultant
4 weeks ago
Sandton, South Africa Shorza Ltd Full timeAt Shorza Ltd, we're seeking a Customer Service Consultant to provide exceptional support to our customers and service providers.Salary: R300,000 - R450,000 per annum (dependent on experience).About the RoleThis is an exciting opportunity to work with our UK-based client, offering premium customer service. As a Customer Service Consultant, you will be...
-
Hair Salon Customer Service and Sales Consultant
6 months ago
Sandton, South Africa Fablees Hair Full timeAct as salon customers’ point of contact to build relationships with hair salon clients, client follow ups, client reviews and dealing with customer queries to ensure return visits. - Ensure high level customer service by training stylists on service, product usage, and salon etiquette. - Consult with customers on stylish hair options and keep updated on...
-
Hair Salon Customer Service and Sales Consultant
6 months ago
Sandton, South Africa Fablees Hair Full timeAct as salon customers’ point of contact to build relationships with hair salon clients, client follow ups, client reviews and dealing with customer queries to ensure return visits. - Ensure high level customer service by training stylists on service, product usage, and salon etiquette. - Consult with customers on stylish hair options and keep updated on...
-
Customer care consultant
1 month ago
Sandton, Gauteng, South Africa King Price Insurance Full time R4 500 - R6 500 per monthRole Overview: Join our team as a Customer Care Consultant where your contributions will enhance customer experiences and support our sales initiatives.Handle a significant volume of incoming communications.Generate potential leads for sales opportunities.Key Responsibilities:Analyze and fulfill the needs of customers to ensure their satisfaction.Establish...
-
Service Consultant
4 months ago
Sandton, South Africa Discovery Ltd. Full time**Business Unit**:Discovery Invest**Function**:Call Center / Contact Center**Date**:5 Sep 2024**About Discovery** Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our...
-
Customer Success Consultant
2 months ago
Sandton, South Africa Strategicdimensions Full timeThe Customer Success Consultant will play a critical role in ensuring that our clients achieve their desired outcomes while using our products and services. This role involves building strong relationships with customers, understanding their needs, and helping them maximise the value they get from our offerings. About Strategic Dimensions Strategic...
-
Customer Service Director
3 weeks ago
Sandton, South Africa Neptune Full timeWe are seeking a seasoned Customer Service Director to lead our team at Neptune in delivering exceptional customer service in the financial services industry.">About NeptuneNeptune is a leading company in the financial services sector, committed to excellence and innovation. Our team of professionals works tirelessly to provide secure and efficient services...
-
Chief Customer Service Operations Director
1 month ago
Sandton, South Africa Hello Group Recruitment Full timeHello Group Recruitment is seeking an experienced Senior Call Centre Manager to lead our team in delivering exceptional customer service in the financial services industry.The successful candidate will have a minimum of 7+ years in Call Centre management, with experience in managing a team of 100 Customer Service Consultants. This individual will be...
-
Bank Services Consultant
6 months ago
Sandton, South Africa J Smith Collier & Associates Full timeAn opportunity has become available for a Bank Service Consultant based in JHB Purpose of the position Developing business growth opportunities by actioning the strategic goals of the organization and delivering a premium class service to our customers and future Duties and Responsibilities but not limited: - Conduct monthly visits of your bank base -...
-
Service Consultant
1 week ago
Sandton, South Africa Discovery Ltd. Full time**Business Unit**:Discovery Central Services **Function**:Call Center / Contact Center **Date**:12 Dec 2024 **Job Title: Service Consultant** **Key Purpose** - Our Commissions department is looking for a great person to join their team as a service consultant to service broker houses and franchises with all related billing and commissions’ queries. -...
-
Sales and Service Consultant
2 weeks ago
Sandton, South Africa Bidvest Bank Full time**Primary Purpose** Accurately and efficiently process and record routine branch banking transactions. Service clients in line with the banks culture and client coverage model and standards **Minimum Requirements** **Qualifications**: - Matric Experience - 1 years' experience as a consultant /teller or 3 years' experience in a Financial...
-
Customer Service
2 weeks ago
Sandton, South Africa Shorza Full time**Responsibilities**: - Assist customers with booking flights, accommodations, event tickets, and other travel-related services - Resolve customer complaints and issues in a timely and professional manner - Provide information on travel destinations, events, and other related services - Collaborate with other departments such as sales, marketing, and...
-
Customer Service
2 weeks ago
Sandton, South Africa Shorza Full timeAre you ready to make a real impact with your enthusiasm and energy? Our client is on a mission to break the mundane and ignite the extraordinary! They’re looking for a Customer Service Representative who thrives on creating unforgettable experiences and bringing passion to every interaction. **About the Role**: As the first point of contact for customers...
-
Customer Service and Support Specialist
2 weeks ago
Sandton, South Africa The Globevest Group Full timeThe Globevest Group is a leader in the optical lens manufacturing industry, and we are seeking a skilled Customer Service Consultant to join our team as soon as possible. This role will be based in Sandton, Johannesburg.Salary: Market relatedJob DescriptionThis position is responsible for providing excellent customer service and support to our clients. The...
-
Broker Service Consultant
3 months ago
Sandton, South Africa Discovery Ltd. Full time**Business Unit**:Discovery Employee Benefits**Function**:Brokers (FAIS Accredited)**Date**:4 Oct 2024 - Achieve more than** **YOU BELIEVE** - Discovery - Umbrella Funds- Broker Service Consultant**About Discovery** - Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional...
-
Service Recovery Consultant
3 weeks ago
Sandton, South Africa Discovery Ltd. Full time**Business Unit**:Discovery Employee Benefits**Function**:Client Service**Date**:4 Dec 2024 - Achieve more than** **YOU BELIEVE** - Discovery Corporate & Employee Benefits- Service Recovery Consultant**About Discovery** - Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional...
-
Service Consultant
3 months ago
Sandton, South Africa Discovery Ltd. Full time**Business Unit**:Discovery Invest**Function**:Client Service**Date**:22 Aug 2024**About Discovery** Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced...
-
Envoy Service Consultant
2 months ago
Sandton, South Africa Momentum Insure Company Limited Full time**Introduction**Disclaimer** - As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose** - Management and servicing of direct personal lines insurance client portfolios. The Service Consultant needs to ensure that there is a balance between the company's business priorities, which includes growth and client...
-
Greek Speaking Customer Service Consultant
6 months ago
Sandton, South Africa Jai Search Consultancy Full time**Requirements**: - Native level fluency in **Greek** language: Verbal & Written skills essential (Advanced/Fluency level) - Must reside within South Africa - Excellent Computer literacy & technical skills **Mandatory**: - Fibre internet line **Location**: - Home based/ Remote **Working hours**: - Mon-Fri 08h00 - 19h00/ rotational weekends...