Introduction

Main Purpose of the Role

In this role your number one priority is to help us become #1 in the industry by focusing on providing exceptional service to our customers. Our CX team is the first point of contact for all our customers and responsible for addressing and resolving all inquiries and complaints via phone, email, and live chat. With your experience, you competently advise and direct our customers at every step of their journey with us.

In addition to providing exceptional customer service the ideal candidate has a natural aptitude for working in a technical environment which enables you to improve the online experience for our customers.

This environment is best suited to the individual who is determined to succeed, excited to grow and can work well in a pressurized and fast paced environment, with a well-rounded focus on dealing with day to day customer queries, Sales and retentions. We are searching for a reliable, dependable self-starter who is excited about... personal and professional development. This role will offer you the opportunity to grow, excel and own your space – we seek to attract someone who is excited about the prospect of continuous growth and development and helping us make a difference in the Property Sector

Duties & Responsibilities

Key Areas of Responsibility:
• Call Resolutions and Escalations
• Resolves product or service issues by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Uses knowledge, skills, and experience within the customer experience environment to handle difficult customers and make sure that each customer has an excellent customer experience with our business.
• Identifies opportunities to attract potential customers by answering product and service questions.
• Information Management
• Keeps detailed records of customer complaints that enable the organization to analyse problems and find ways to prevent potential re-occurrences that may taint the customer journey lifecycle.
• Maintains customer records by obtaining and updating customer account information such as name, address, phone number, and payment method.
• Ensures that customer information is obtained, stored, and distributes in adherence with the Protection of Personal Information Act.
• Uses the CRM system to help the business recognise the value of our customers and enable stronger, more meaningful customer relationships. The better you understand your customers, the more responsive you can be to their needs. With our focus on customer obsession, you will be expected to prioritize the customer relationship at all times.
• Relationship Management
• Engages in more meaningful customer relationships by taking the time to learn more about our customers' needs and behaviours in order to develop stronger relationships with them.
• Assist the businesses to gain an insight into the behaviour of our customers and modify business operations to ensure that customers are served in the best possible way.

Desired Experience & Qualification

Qualifications, Experience & Aptitude
• Minimum Degree qualification or relevant Diploma in IT or Business Management
• Minimum 3 years working in a call centre environment, with exposure to Customer Care, Sales, and Customer Retentions
• Experience working remotely. The company will provide you with the necessary tools for success, as a remote worker, you will need a conducive workspace and a secure internet line (non -negotiable)
• Industry and E-commerce experience will be a great advantage for the successful candidate
• The ideal candidate communicates effectively, is committed to solving customer problems
• Demonstrated strong prioritization and time management skills as well as problem solving skills

Package & Remuneration

Market Related

Interested?

Please send your CV to [email protected] with the subject line Call Centre Consultant
South Africa

Salary Criteria