Contact Centre Consultant (Correspondence) Fixed Term Contract

Listing reference: click_017985Listing status: OnlineApply by: 25 September 2024Position summaryIndustry: Wholesale & Retail TradeJob category: Call Centre and TelesalesLocation: Cape TownContract: Fixed Term ContractRemuneration: Market RelatedEE position: YesIntroductionTo provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group's reputation, thereby ensuring an increase in sales both online and in-store.Job Objectives:Assist with managing the various queues within the Freshdesk environment, including but not limited to Online Shopping, Social Media and Email Correspondence.Resolving customer queries and complaints via various channels, including but not limited to Inbound & Outbound Calls, Emails, Social Media, Online Chat and Email Correspondence.Meet customers' expectations by being knowledgeable, professional and courteous at all times and ensuring 'first contact' resolution.Assist with managing various mailboxes within the Clicks Group Customer Service Environment.Submit weekly reports to the Team Leader detailing the number of interactions handled.Perform daily checks of the website when required to ensure that customers are enjoying a seamless experience.Any other reasonable ad-hoc duties requested from management.Education:National Senior Certificate (Grade 12)Experience:5 years' experience in a customer service environment.2 years' experience in a Contact Centre with focuses on Social Media and/or Online Shopping support (Desirable)Job Skills and Knowledge:Consumer Protection ActCustomer Service PrinciplesProtection of Personal Information ActExcellent Communication Skills (oral and written) in English and one other South African languageCustomer Service OrientationDemonstrated flair for troubleshooting and out-of-the-box problem solvingFollowing instructions and ProceduresRelating and networkingPlanning and OrganisingCoping with Pressures and SetbacksEntrepreneurial and Commercial ThinkingWorking with peopleAdhering to Principles and ValuesDelivering Results and Meeting Customer ExpectationsOther Information:This position involves working shifts which may be scheduled between 07:30 and 21:00 and may include Saturdays, Sundays and Public Holidays.
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