Responsibilities:
Provide telephonic customer support and respond to emails
Address telephonic complaints and general queries in a professional manner and in line with set standards
Adhere to sound written communication principles
Maintain customer service standards and promote a positive image of the Company
Escalate complaints/enquiries/information to relevant operational level
Ensure complaints/questions are answered/resolved in a reasonable time-frame
Follow-up on customer enquiries and complaints, if applicable Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
The successful candidate must have:
Must have Matric
3 years’ experience in a consumer complaint resolution environment
3 years’ experience in an Inbound and outbound call centre
Retail complaints experience would be advantageous
3 years knowledge of world-class customer service principles
Excellent verbal and written communication skills – excellent telephone etiquette
Excellent reasoning ability
Team player, able to relate and network well with people
Able to work without supervision
Able to work and cope well under pressure and handle setbacks
Results driven and able to meet customer expectations
A highly pro-active individual
Willing to work public holidays and weekends
