Duties

The key performance areas:

Customer Support:

    Provide telephonic customer support and respond to emails
    Address telephonic complaints and general queries in a professional manner and in line with set standards
    Adhere to sound written communication principles
    Maintain customer service standards and promote a positive image of the Company
    Escalate complaints/enquiries/information to relevant operational level
    Ensure complaints/questions are answered/resolved in a reasonable time-frame
    Follow-up on customer enquiries and complaints, if applicable Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards

Mobile and web product user support:

    Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly Follow-up on customer complaints.

Administration:

    Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
    Ensure all captured information is accurate and complete
    Report incidents according to set guidelines
    Maintain quality control principles and recommend process improvements

Customer Service:

    Meet client expectations and maintain quality customer service principles
    Address customer complaints and provide necessary feedback Adhere to professional telephone etiquette and principles
    Maintain confidentiality

The successful candidate must have:

    Must have Matric
    3 years’ experience in a consumer complaint resolution environment
    3 years’ experience in an Inbound and outbound call centre
    Retail complaints experience would be advantageous
    3 years knowledge of world-class customer service principles
    Excellent verbal and written communication skills – excellent telephone etiquette
    Excellent reasoning ability
    Team player, able to relate and network well with people
    Able to work without supervision
    Able to work and cope well under pressure and handle setbacks
    Results driven and able to meet customer expectations
    A highly pro-active individual
    Willing to work public holidays and weekends