Customer Care Consultant at Ignition Group

• The Customer Care Consultant will maintain a good customer care experience for the MVNO business. To ensure that the overall customer care function is administratively supported both pre- and post-sales with the objective of maximising customer service.

Job Description
Compliance to Processes

• Timeous order entry process completion within turn-around times
• Sound knowledge of MRP and MVNX products and services
• Understanding of customer credit vetting management
• Credit Limit monitoring
• Customer account maintenance
• Customer welcome and first bill/change bill sign off

Cancellations

• Sound knowledge of MRP’s cancellation processes
• Customer retention management
• Timeous cancellation process completion
• Entering the cancellation into the CRM system
• Quoting customers on early termination costs

General

• Assist with all customer queries that arise
• Filing of all required documentation
• Monitor data Integrity on all systems and databases
• Knowledge on all relevant systems to ensure that the correct decisions are taken and the correct information is fed back to the customer
• Effective escalation management
• Ad-hoc reporting when required

Training

• On-going training required
• Individual Development Plan
• Internal product and sales training

Operational Processes

• Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced
• Effectively utilise and open system applications to support work (e.g. Soft Phone, Admin, Vas X)
• Ensure that all calls are logged accurately according to call classification system
• Identify problem areas and escalate to Line Management as appropriate
• Retain customers in line with company retention strategies
• Work on Call Centre shifts according to duty roster communicated
• Conduct coaching and buddy training as required

Customer Service

• Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
• Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
• Deliver first time right service excellence 

Quality Control

• Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
• Provide input / advice on the best approach / solution to reach the best results to meet customer requirements.
• Deliver first time right service excellence 

Job Requirements

• Matric
• A tertiary qualification would be advantageous

EXPERIENCE

• Experience in a similar role (customer services / call centre) in a service operation
• Microsoft Excel, PowerPoint, Word experience is critical.
• Cellular / GSM experience 

KNOWLEDGE , SKILLS AND ATTRIBUTES

• Good interpersonal skills
• Good relationship skills
• Analytical skills
• Problem solving skills
• Ability to react quickly and make decisions under pressure
• Very good communication skills (Verbal + written)
• Business communication skills
• Work well under pressure
• Good business acumen
• Conflict resolution
• Telephone etiquette
• Ability to perform routine / repetitive work.
• Able to cope effectively with change