Support Consultant - Westlake at Achievement Awards Group

This position is accountable for:

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer queries 
• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
• Following appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer
• Providing feedback to the customer on actions taken to ensure appropriate magical levels of customer service
• Remaining current with product, system, process and policy knowledge
• Escalating complex problems and difficult situations when required
• Diffusing difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems
• Checking customer details to ensure accuracy and relevance to the service interventions

Requirements

Knowledge, skills and attributes:

• Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills
• Attentive listener with a professional approach
• Good attention to detail and data accuracy
• Adaptable and flexible, adapts style to align to cultural differences
• Knowledge of standard rules, procedures, and operations within a contact centre environment
• Ability to solve basic problems which may be varied but similar
• Ability to fact find to gain a full understanding of an issue and consider most appropriate response
• Ability to work effectively in a team to support the achievement of objectives
• Demonstrates the ability and passion to learn

Experience and Education:

• Matric or NQF Level 4  
• Minimum one-year high pressured customer service environment
• Experience with the prompt resolution of complaints 

Job-related knowledge and skills:

• Knowledge of Microsoft Word, Outlook, and Excel
• Experience with Customer Management Interface & related applications
• Excellent communications skills and telephone etiquette  
• Good knowledge of contact centre procedures
• Ability to retain large amounts of information regarding the campaign and processes.

Competencies required (non-negotiable): 

Client engagement:

• Takes ownership to resolve queries promptly and capably.
• Shows empathy in understanding client needs
• Resolves query within the required process and turnaround times.
• Provides a positive client experience (magical)

Customer service support:

• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls, queries as appropriate.
• Logs incidents and service requests and maintains relevant records
• Communicates effectively with customers to provide relevant information about products and services.
• Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints.
• Uses databases to retrieve and enter data following standard operating processes and procedures

Integrity

• Adheres to the good business practice (code of conduct)
• Embraces working procedures, company policies and regulations.
• Can be trusted to keep own commitments and supports others in keeping their commitments
• Considers the interest of the client, community and environment.
• Acts consistently in accordance with clear ethics and values.

Teamwork

• Understands the goals of the team and puts these ahead of self-interest.
• Expresses appreciation of the positive contribution of others.
• Open to give and receive constructive feedback to meet the team objectives
• Share knowledge in order to help the team achieve collective success.

Results orientation

• Accepts ownership of and responsibility for own work.
• Pursues organisational objectives with energy and persistence.
• Sets high personal standards for performance.
• Sets goals and works to meet established expectations; maintains performance levels