Contact Centre Consultant (OMNI) - 4 Months Maternity Cover at Clicks Group

Introduction

• To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group’s reputation, thereby ensuring an increase in sales both online and in-store.

Job description

Job Description:

• Assist with managing the various queues within the Freshdesk environment, including but not limited to Online Shopping, Social Media and Email Correspondence.
• Resolving customer queries and complaints via various channels, including but not limited to Inbound & Outbound Calls, Emails, Social Media, Online Chat and Email Correspondence.
• Meet customers' expectations by being knowledgeable, professional and courteous at all times and through ensuring ‘first contact’ resolution. In addition, to respond to customers within SLA.
• Assist with managing various mailboxes within the Clicks Group Customer Service Environment.
• Submit weekly reports to the Team Leader detailing the number of interactions handled.
• Performing daily checks of website when required - to ensure that customers are enjoying a seamless experience.
• Any other reasonable ad-hoc duties requested from management.

Minimum requirements

Education:

• National Senior Certificate (Grade 12)
• Contact Centre qualification (Desirable)

Experience:

• 5 years’ experience in a customer service environment. 
• 2 years’ experience in a Contact Centre with focuses on Social Media and/or Online Shopping support(Desirable)

Job Knowledge and Skills:

• Consumer Protection Act
• Customer Service Principles
• Protection of Personal Information Act
• Excellent Communication Skills (oral and written) in English and one other South African language
• Customer Service Orientation
• Demonstrated flair for troubleshooting and out-of-the-box problem solving

Competencies:

• Following instructions and Procedures
• Relating and networking
• Planning and Organising
• Coping with Pressures and Setbacks
• Entrepreneurial and Commercial Thinking
• Working with people
• Adhering to Principles and Values
• Delivering Results and Meeting Customer Expectations

Other Information:

• This position involves working shifts which may be scheduled between 07:30 and 21:00 and may include Saturdays, Sundays and Public Holidays.