Exclusive & Business to Business Consultant-Cell C

Job Status: Active ✅

https://jobking.co.za/74435

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Employer/Recruiter: Indeed SA (8060)

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Responsibilities
Inbound Calls •Answer all incoming calls within agreed time frame as per Service Level Agreements (SLA’s). •Comply with set daily/weekly/monthly targets. •Conduct a needs assessment to identify, prioritize and resolve/refer queries and problems to the next level as in accordance to the company’s escalation procedure. •Actively engage client and elicit necessary information required. •Resolve/ escalate queries within agreed set turnaround times and Service Level Agreement (SLA). To the correct Department for resolution. •Reduce churn through an acknowledgement & active participation in Cell C’s Retentions Strategy where applicable. •Log all calls received on the system. •Manage the business mailbox daily Logging of Queries •Log queries that require further administration and follow up to the correct queue or mailbox as per the defined process. •Drive the First Call Resolution (FCR) and ensure contribution to the team target for FCR. •Ensure the correct Query Referral process is followed for profile/document limitation, in order for these queried to be accurately channeled to the correct department for the most effective resolution. •Provide feedback to customers regarding the progress of calls logged using the Beam system. Attend and Resolve cases. •Conduct a needs assessment to identify, prioritize and resolve/refer cases in accordance with the company’s escalation procedures. •Resolve queries/Close cases within agreed set turnaround times and service level agreements (SLA). •Monitor cases escalated to other departments (end-to-end) •Proactively identify and escalate potential service deleivery failures. Business Adherence, Procedures, Process, Policy and Product Knowledge. •Ensure full attendance of all training suggested & scheduled by management at all times and the related assessments conducted meet the outlines requirement (pass marks achieved). •Ensure calls and other interactions with customers (e.g. Email/fax correspondence) meet the requirements of the Customer Experience Audit/Quality Audit outlined by Cell C’s CEM/Quality metrics and carry an average quality score. •Knowledge of Business Processes, Policies and procedure and Products and Services is evident in customer interactions thus driving FCR and ensuring the achievement of acceptable quality scores on a daily, weekly and monthly basis. •Ensure shifts are worked according to the Workforce Planning schedule this will include normal working hours as well as shifts during the evenings. ( Shifts from 07 am to 7 am ) 24/7 Operation Activations •Deliver at work class standards on end to end activation process. •Monitor the process to ensure the customer is correctly and timeously activated. Order Processing •Check stock levels regularly and flag items where volumes are inadequate for sales orders. •Handle all queries or requests received and trouble-shoot the teething problems during the initial stages of the customer experience. •Correspondence can be from company account administrators or customers in the absence of Business Sales Consultants •Monitor returns from technical repair and OBF’s and ensuring client receives devices. •Management of loan phone stock •Provide timeous feedback to the Business Sales Consultants as requested on the daily functions within corporate & SME accounts •Ensure sales processing within agreed timeframes i.e. capture to delivery and activation though careful monitoring of process and communication to all stakeholders (TAT & SLA Achievement). •Escalate areas of concern (risk or losses through duplicated orders, incorrectly processed orders etc.) promptly to the Business Sales Consultants for attendance. •Customer upgrade and sales management, for existing and new lines. Report Generation •Compile daily and weekly tracking reports for sales team. •File of all paperwork related to a sales order, personal register and record keeping. •Daily report generation on all cases and escalations on the all allocated mailboxes Health and Safety Compliance •Conform and adhere to Safety, Health and Environmental legislative requirements •Report any health and safety concerns/incidents in the workplace to the manager / health and safety representative •Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment •Attend the Safety, Health and Environmental workshops as required by management Perform any other related duties as requested by Management


Educational Requirements
Matric or equivalent.





Skills and Experience
Computer literacy. Minimum of 2- 3 years’ experience in a customer service and/or Call Centre environment attending to Prepaid, Postpaid and Technical related queries. Excellent verbal and writing skills Experience in a Business to Business environment and specialized desks will be an advantage

Job id : , #74435, 255 views,

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