Support Consultant - Westlake at Achievement Awards Group

Description

To be accountable for delivering and providing a magical best-in-class service via the telephone, email, chat, text or any other social media platforms to handle a variety of service functions.
The successful incumbents will provide first line service with a focus on data accuracy, support, complaints and basic problem-solving capabilities. 
Daily call and quality targets will be in place, and you will operate under close supervision of the Team Manager whilst following predefined standard operating processes and procedures.  

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