Customer Service Consultant
Customer Service Consultant Job Description
Job functions:
Resolve product or service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the best solution
to solve the problem; expediting correction or adjustment; following up to ensure
resolution
Manage large amounts of incoming calls
Resolve customer complaints via phone, email, or social media
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive
communication
Handle complaints, provide appropriate solutions and alternatives within the time
limits and follow up to ensure resolution
Keep records of customer interactions for future reference
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, or social media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Assist with placement of orders, refunds, or exchanges
Advise on company information
Answer questions about warranties or terms of sale
Act as the company gatekeeper
Suggest solutions when a product is defective
Attempt to persuade customer to reconsider cancellation
Work with customer service manager to ensure proper customer service is being
delivered
Requirements:
Proven customer support experience
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiar with support ticketing system and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
Tertiary qualification, matric or equivalent
Customer service representative top skills & proficiencies:
Customer Service
Product Knowledge
Market Knowledge
Documentation Skills
Listening Skills
Phone Skills
Resolving Conflict
Multitask
Patience
Negotiation
Positive Attitude
Attention to Detail
People Oriented
Problem Solving
Organizational Skills
Adaptability
Ability to Work Under Pressure
Computer Skills
At least 1 year customer Service Experience,2 Years experience preferred.
Job Types: Full-time, Permanent
Salary: R6,000.00 per month
COVID-19 considerations:
All customers and staff are required to wear a mask and sanitize regularly.
Experience:
- Customer Service: 1 year (Required)
Language:
- English (Required)
Work Remotely:
- No
