Customer Service Consultant - CIC

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Job TypePart Time

Job Summary:

To deal with customer queries and complaints, record all data relating to the queries and ensure effective feedback to the customer from the respective client.

Key Responsibilities and Deliverables

Customer handling

Deal with all queries relating to:
o Product information

o Availability

o Complaints

Provide feedback (within 48hrs) to customers from the client pertaining to queries referred to the client from the call centre
Build relationships with customers by promoting the brand and its products:
o Create awareness of competitions

o Offer useful product suggestions

o Recommend recipes

o Market Promotions

Ensure call quality:
o Answer promptly(3rd ring)

o Use hold procedure effectively

o Listen carefully

o Question to confirm

o Pronounce words clearly/no via’s

o End calls with a positive and friendly tone

Client service

Provide feedback to clients pertaining to manufacturing and or stock holding problems (complaints) reported by consumers
Follow instructions from the client on how to address the complaint or answer the escalated enquiry.
Ensure excellent customer service on behalf of the client
Effective administration

Classify all calls into the correct category of AS400
Capture all the data relevant to each complaint on relevant systems:
o Batch details

o Complaint description

o Personal details

Maintain record of all correspondence between the relevant stakeholders
Record resolution of the complaint/query
Effective teamwork and self-management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Demonstrate consistent application of internal procedures
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate ability to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs
Manage own career development by staying abreast of any technical and industry changes

Minimum Qualifications: Grade 12 on the job training (In-house)

Sound administrative skills

Excellent telephone manner

Minimum Experience: Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential (Training provided)

Knowledge, Skills & Abilities: Customer service orientation

Listening skills

Excellence orientation

Conflict handling

Brand building

Attention to detail

Personal development

Ability to handle stress

Job id : , #77159, 356 views,