Customer Service Consultant at Ignition Group

Description

Our Customer Service Consultants take pride in providing the best customer service support by handling external customer queries and concerns with the highest degree of courtesy and professionalism, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

Query Resolution 

• Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries. 
• To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request. 
• Offer solutions with the objective of retaining customers, and initiate corrective action as needed.  
• Reporting 
• Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements. 
• Support Team Leaders with various daily reports to networks. 
• Analyse data and report on trends and anomalies within each segment of the business unit. 

Escalations 

• Liaise with service providers, networks, and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames.

Requirements

• Must reside in Cape Town and available immediately
• Completed Matric 
• Minimum of 1-year customer care experience within an inbound call centre or customer care environment
• Great listener, and even greater communicator 
• Broadband experience (FLTE)