Customer Service Consultant at Ignition Group

The role:

• Are you as passionate about customers as we are? Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? If you love interacting with other people, this is the role for you. Our Customer Care Agents 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. We believe in empowering each individual to develop their own skills and talents to build their own success. Our employees are encouraged to recommend innovative business and operational ideas. We strive to make each employee's journey to success as exciting and engaging as possible.

The detail: 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.

Job Requirements

• Are you this person?
• Do you have a matric qualification?
• Do you have a minimum of 1-year customer care experience within an inbound call centres or customer care environment?
• Great listener, and even greater communicator – does this sound like you?
• Are you all about the detail in administration?
• Do you know your way around MS. Excel and Word?
• Do you have broadband experience (FLTE)