Trade Partner Helpdesk Consultant-Cell C

Job Status: Active ✅

https://jobking.co.za/72294

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Employer/Recruiter: Indeed SA (8060)

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Purpose of the Job
To build effective and efficient relations with the Trade Partners, to meet their expectation and to ensure a world class customer experience is maintained at all times.


Main Responsibilities
Operational Efficiency. •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 TPHD mailbox when required •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 channelled 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 delivery 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 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 which is as per normal working hours. (Shift work as set) •Handle all queries or requests received and trouble-shoot the teething problems during the initial stages of the customer experience. •Assist stores with repair queries and follow up on their behalf when required •Provide timeous feedback to the Business Sales Consultants/Business Administrators as requested on the status of their Business Ports •Daily report generation on all cases and escalations on the all allocated mailboxes Health & 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 Certificate/Equivalent is essential Call Centre Management Diploma an advantage Proficiency in more than 2 of the 11 official SA languages.


Skills and Experience
Customer liaison experience preferably in a service oriented environment. Experience in dealing with Trade Partners. Previous interaction with the Trade Partners would be an advantage. Broad knowledge of information systems relating to customer service.

Job id : , #72294, 302 views,

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