Job Description

We are committed to creating a vibrant working environment where all employees are passionate and excited about their contribution. Our on-going aim is to be recognised as a leading FMCG employer and to create a working environment where people feel free to share ideas and goals.

A career opportunity has arisen in the Call Centre Consumer Lines Department xe2x80x93 Premier CDC Lords View xe2x80x93 Midrand. The individual will be responsible to be a strategic link in our customersxe2x80x99 communication processes, committed to exceeding their expectations by managing customer information and processing of complaints received from various sources.
Qualification Requirements

Senior certificate (Grade 12)

Relevant customer care qualification will be advantageous.
Experience Requirements

• 4-5 years prior experience in customer service role that included telephonic communication.

• High stress tolerance & resilience

Key Outputs

• Maintain excellent customer relations and have a professional attitude

• Accurately capture information received from various sources on the relevant system daily (Telephone/ Email and Web cases)

• Effectively manage behavior relating to punctuality

• Follow up on escalations and keep Consumers informed

• Attend to all Web Cases, Voicemails, Social Media correspondence within 1 hour of receipt

• Ensure excellent and professional customer service - first call resolution including effective soft skills, telephone and e-mail etiquette but not limited to business writing.

• Obtain 100% on all call by adhering to operating guidelines and standard procedure (quality, accuracy & behavior) - All calls must be handled in a professional manner and according to the Call Assessment

• Classify all inter-actions correctly on the relevant systems including, Call Type and Call Description, customer details Category, Sub-category Call Origin.

• To communicate effectively and professionally with irate Consumers

• Apply attention to detail when requesting sample collections from Consumers for investigations to be conducted

• Ensure that open calls / cases are frequently updated as per SOP

• Follow up on escalations within the prescribed turn xe2x80x93 around time

• Manage large amounts of incoming complaints

• Ensure that corrections are completed promptly

• Excellent product knowledge

• Work in a professional and courteous manner with internal and external customers

• Daily review and follow up of open/late/ sample collections on complaints

• Execute Consumer Ombuds complaints effectively.

• Effective ability to handle stress, particularly with high-volume workload, on short notice.

• Strong understanding of the English language and effective English communication skills, both in written and verbal form.

Policy

Please note that it is company policy to promote from within wherever possible, hence internal applicants will be given priority. We recruit and appoint in line with our Employment Equity Goals and objectives.

xc2xa9 Premier. All rights reserved.

Processing

Delete Account?

Remove Personal Information?

Cancel Request to Remove Personal Information?

Terms & Conditions

Incomplete Profile

You need a complete profile before you can make applications. Would you like to complete your profile now?

Incomplete Applications

You have incomplete applications, view the application to complete

Apply

Nothing yet!

Profile Import Options

Log In Only: Just log in and do not change my profile.

Import and Keep: Import my profile and update matched sections. KEEP sections that do not match. Be sure to clean up any duplicates.

Import and Delete: Import my profile and update matched sections. DELETE sections that do not match.

Premier FMCG