Customer Service Advisor Social Media & Complaints at Concentrix

Job Description

• Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Service Advisor working on an internationally innovative campaign.
• You’ll be working on-site from our vibrant Cape Town office, where creativity meets cutting-edge technology. All the while, you’ll become part of a community of like-minded individuals who become friends for life.

This Customer Service Advisor role at Concentrix is a great match if you: 

• Have a minimum of 12 months of International Social Media and Complaints experience (essential)
• Experience in travel, e-commerce, retail and fintech (Advantageous)
• Passed Grade 12 (essential)
• Ability to work shifts in a 24-hour environment
• Proficient in English verbal and written communication
• Are self-motivated and highly responsible

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• A monthly salary
• Medical aid for the main member / Medical Insurance for the employee and two dependents
• Pension Fund
• Subsidized transport
• Group life cover
• Fantastic Employee Assistance Programme (EAP)
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture

What you will do in this role: 

• Taking ownership of high-profile, escalated cases from beginning to resolution
• Manage work orders within business SLA's
• Assess Health and Safety risks and take a proactive approach to mitigate risks to the client's business
• Consistently applying agreed behavioural and compliance standards
• Sharing knowledge and skills with other members of the team
• Communicating new information that is relevant to the campaign to colleagues, customers and managers
• Developing and maintaining current knowledge of the campaign
• Ensuring first contact resolution at all times
• Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes
• Providing excellent customer experiences at all time
• Verifying and updating customer information
• Proactively offer solutions to any issues or concerns that customers might face