Job Description

To action, resolve or escalate a range of customer queries or complaints via various communication channels in a professional and customer centric manner and perform administrative functions relating to store maintenance and staff card reconciliations.

Query Handling

Handle a range of customer queries and/or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp, Facebook ,HelloPeter, etc.) Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures Access various systems as required to resolve queries and / or complaints and accurately update information Escalate relevant queries to stakeholders to ensure resolution Capture the correct dispositions based on the nature of the query and / or complaint Action and resolve queries relating to store maintenance and staff card Perform staff card reconciliation functions and attend to associated queries Provide a professional customer experience and satisfaction at all times

Service Level

Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures Promptly escalate potential crisis situations to Management Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance

Ensure outputs are aligned to departmental Quality Assurance standards and targets Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence

Adhere to workforce schedule i.e. start and end time, lunch and body breaks Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy Perform any ad hoc tasks as and when required

Experience

Must have 2 years' contact centre experience, of which 1 year must be in a multi-media, escalations or similar role

Qualification

Grade 12 or NQF Level 4 Tertiary level education in Communications, Marketing, or Business Management would be advantageous

Functional Knowledge and Skills

Excellent verbal & written communication skills communication skills Customer Focused Experience/knowledge of retail account services High problem solving skills and ability to work under pressure Ability to show empathy and handle customers sensitively Ability to be flexible and display strong adaptability skills Strong interpersonal skills Time and self-management skills with the ability to multi-task, organise and prioritise * Microsoft Office