CUSTOMER SERVICE CONSULTANT – CIC (HOUGHTON)

REFERENCE NUMBER
SM-1018
DESCRIPTION

Job Summary:

To deal with customer queries and complaints, record all data relating to the queries and ensure effective feedback to the customer from the respective client.

Key Responsibilities and Deliverables

Customer handling

  • Deal with all queries relating to Product information
  •   Availability
  • Complaints
  • Provide feedback (within 48hrs) to customers from the client pertaining to queries referred to the client from the call centre
  • Build relationships with customers by promoting the brand and its products:Create awareness of competitions
  •   Offer useful product suggestions
  • Recommend recipes
  •   Market Promotion
  • Ensure call quality

Client service

  • Provide feedback to clients pertaining to manufacturing and or stock holding problems (complaints) reported by consumers
  • Follow instructions from the client on how to address the complaint or answer the escalated enquiry.
  • Ensure excellent customer service on behalf of the client

Effective administration

  • Classify all calls into the correct category of AS400
  • Capture all the data relevant to each complaint on relevant systems
  • Maintain record of all correspondence between the relevant stakeholders
  • Record resolution of the complaint/query

Effective teamwork and self-management

  • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
  • Demonstrate consistent application of internal procedures
  • Plan and prioritise, demonstrating abilities to manage competing demands
  • Demonstrate ability to anticipate and manage change
  • Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
  • Manage own career development by staying abreast of any technical and industry changes
REQUIREMENTS

Minimum Qualifications:                             Grade 12 on the job training (In-house)

Sound administrative skills

Excellent telephone manner

Minimum Experience: Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential (Training provided)

  • Knowledge, Skills & Abilities:
  •  Customer service orientation
  • Listening skill
  • Excellence orientation
  • Conflict handling
  • Brand building
  • Attention to detail
  • Personal development
  • Ability to handle stress
WORK Level : Junior
JOB TYPE: Permanent
SALARY: Market Related
EE POSITION: Yes
LOCATION: Houghton
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