Customer Care Consultant at Ignition Group

Description

First Teir / Level Customer Support

• Receive Telephonic or Digital (Email, social media, Chatbot, WhatsApp) queries and enquiries from customer
• Assess Queries received and provide Product and Service support to customers.
• Log queries received in a manner that allows the business to analysis and categories reasons for queries or complaints and implement service delivery improvement.
• During interactions transfer product and business value proposition know to customers that allows them to realise the potential and benefits of the products and services the business provides.
• Diagnoses the customers service situation and provide a First Call Resolution consistent with the business, product and / or service delivery processes, standards, and Terms.

Escalation handling and resolution

• Identify solutions and implement resolutions for escalated issues, working with relevant internal teams.
• Ensure that turnaround times for analysis and resolution of escalations are met in accordance with service level agreements / compliance standards.
• Provides feedback to the relevant stakeholders and keeps them informed about the progress of the case and expected timelines for resolution.
• Act as a feedback loop by providing insights and guidance on handling difficult cases and helping improve overall service quality.

Reporting

• Maintain detailed records of escalated cases, actions taken, and outcomes to facilitate reporting, analysis, and process improvements.
• Contribute to the creation of documentation to support resolution of future issues of a similar nature.
• Produce regular reports and summaries on escalated cases, resolutions and trends.
• Present findings on trends to the relevant internal stakeholders.

Requirements

• Matric
• Relevant diploma or certification
• At least 3 years’ work experience in customer service or support roles, with a focus on handling escalations and customer issues.
• Previous experience working in a contact centre environment.