Support Consultant needed at Achievement Awards Group

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Job title : Support Consultant

Job Location : Western Cape,

Deadline : November 29, 2024

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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.

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • Customer Service  jobs