Customer Service Specialist at Core Group

Customer Service Specialist 

The Online Customer Service Specialist is required to respond to telephone, internet and email inquiries and complaints about an organisation's goods and services. Provide expert resonse to complex customer enquiries acording to agreed key performance indicators. The Customer Service Specialist is primarily tasked with advanced operational work or processes specialist skills. This individual is required to ensure consistent outcomes through the adherence to specifications and the use of established routines. Part of the responsibility is to analyse situations and to arrive at the best possible solution as well as communicating effectively and efficiently at all levels in the organisation. Core candidates may be subjected to pre employment tests

Requirements

Experience:

• 2+ years relevant online customer service experience
• Excellent interpersonal skills
• Presentation and public speaking abilities
• Effective listening and verbal skills
• Time managment skills
• Computer skills

Key Performance Areas:

• Interact with customers telephonically or by mail and deal with complaints, answer questions and provide general information
• Colllect and analyse allcustomerservice related data
• Impliment and investigate / solveall complaints for monthly surveys:
• Customer service (sales) survey
• Service Centre Survey
• Report on all data colected and highlight specificfic actions required by each department wtih follow up reports
• Assign sales, technical support and repair queries to correct departments
• Up to date record keeping of all required data
• Customer Service incidents
• Folow up on daily service tracker jobs between location and collections
• Handle all sales queries via email, online chat, web based and telephone

Key competencies:

• Communication 
• Service focused
• Flexibility
• Diciplined Approach
• Efficiency
• Proactively identify risks