Description

To action, resolve or escalate a range of customer queries or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp,etc.) in a professional and customer centric manner and perform administrative functions relating to store maintenance and staff card reconciliations.

Query Handling

• Handle a range of customer queries and/or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp,etc.)
• Interpret and resolve queries by providing accurate account, product and / or service related information  aligned to the Standard Operating Procedures
• Access various systems as required to resolve queries and / or complaints and accurately update information
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Action and resolve queries relating to store maintenance and staff card
• Perform staff card reconciliation functions and attend to associated queries
• Provide a professional  customer experience and satisfaction at all times

Service Level

• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
• Promptly escalate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance 

• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence

• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Action any other instruction by the team leader from time to time

Requirements

Experience

• Must have 2 years’ contact centre experience, of which 1 year must be in a multi-media, escalations or similar role

Qaulification 

• Grade 12 or NQF Level 4
• Tertiary level education in Communications, Marketing, or Business Management would be advantageous

Functional Knowledge and Skills

• Excellent verbal & written communication skills communication skills
• Customer Focused
• Experience/knowledge of retail account services
• High problem solving skills and ability to work under pressure
• Ability to show empathy and handle customers sensitively
• Ability to be flexible and display strong adaptability skills
• Strong interpersonal skills
• Time and self-management skills with the ability to multi-task, organise and prioritise
• Analytical and problem solving skills
• Microsoft Office