Consumer Service Consultant CIC (Houghton) at Smollan

DESCRIPTION

We’re on the lookout for an experienced a Customer Service Consultant 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 and stakeholders.

As a Customer Service Consultant you will be responsible for:

• Customer handling
• Provide feedback (within 24hrs) to customers from the client pertaining to queries referred to the client from the call center
• Create awareness of products
• Ensure call quality, answer promptly(3rd ring)
• 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
• Classify all calls into the correct category on CRM
• 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
• Plan and prioritize, demonstrating abilities to manage competing demands

REQUIREMENTS

What are we looking for?

To qualify for this role, you should have:   

• 1–2 years call center experience preferable/ Customer service experience/Administrative experience or high learning potential
• Grade 12/NQF level 4
• Customer service skills
• Conflict resolution skills
• Ability to work under pressure
• Interpersonal skills
• Communication skills (verbal & written)
• Time management