CUSTOMER SERVICE CONSULTANT – CIC (HOUGHTON)

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

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