Customer Care Consultant - Tygervalley at The Heineken Company

Purpose of the Position:

• The Customer Care Consultant is responsible for delivering outstanding service by resolving consumer inquiries and complaints with professionalism, empathy, and efficiency.
• This role focuses on understanding customer needs, addressing concerns accurately, and ensuring a positive brand experience. By documenting recurring consumer issues and insights, the consultant contributes to continuous improvement across teams, helps strengthen consumer relationships, and supports the growth of brand trust and credibility.

Key Responsibilities

• Case Management & Documentation
• Query & Complaint Resolution
• Consumer Communication & Feedback
• Quality & Performance Standards
• Telephonic Service Excellence
• Ad-Hoc Enquiries Management

The successful candidate must have the following experience/skills:

• Matric
• Relevant tertiary qualification
• 3+ years' experience in Customer Service, Telesales, or Call Centre roles
• 1+ year in a service- or sales-focused contact centre (essential).
• Strong communication, telephone etiquette, and interpersonal skills.
• FMCG experience is advantageous.
• Knowledge of call centre KPIs, NPS, and CRM systems (e.g., Salesforce).
• Proven problem-solving and multitasking abilities.
• Strong attention to detail and timely follow-up on queries.
• Ability to build relationships with customers and stakeholders.
• Willingness to learn, take feedback, and support team growth.
• Feedback and support team growth.