Customer Service Consultant
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Job Location:
Durban - South Africa
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Description
First Teir / Level Customer Support
- Receive Telephonic or Digital (Email social media Chatbot WhatsApp) queries and enquiries from customer
- Assess Queries received and provide Product and Service support to customers.
- Log queries received in a manner that allows the business to analysis and categories reasons for queries or complaints and implement service delivery improvement.
- During interactions transfer product and business value proposition know to customers that allows them to realise the potential and benefits of the products and services the business provides.
- Diagnoses the customers service situation and provide a First Call Resolution consistent with the business product and / or service delivery processes standards and Terms.
Escalation handling and resolution
- Identify solutions and implement resolutions for escalated issues working with relevant internal teams.
- Ensure that turnaround times for analysis and resolution of escalations are met in accordance with service level agreements / compliance standards.
- Provides feedback to the relevant stakeholders and keeps them informed about the progress of the case and expected timelines for resolution.
- Act as a feedback loop by providing insights and guidance on handling difficult cases and helping improve overall service quality.
Reporting
- Maintain detailed records of escalated cases actions taken and outcomes to facilitate reporting analysis and process improvements.
- Contribute to the creation of documentation to support resolution of future issues of a similar nature.
- Produce regular reports and summaries on escalated cases resolutions and trends.
- Present findings on trends to the relevant internal stakeholders.
Requirements
- Intermediate computer skills (basic excel word e-mail).
- Good verbal and written communication skills.
- Able to discern the material from the immaterial with respect to what is uncovered in findings.
- Accustomed to tight deadlines and able to multi-task.
- High degree of integrity and highly organised.
- Good listening and interpersonal skills.
- Ability to apply logic to arrive at conclusions when collating insight on investigations and proactively engage on solutions.
- Solid attention to detail.
- Problem solving and critical thinking skills.
- Customer-centric mindset with a passion for service excellence.
- Ability to work collaboratively with cross-functional teams.
Education and Experience:
- Matric
- Relevant diploma or certification
- At least 3 years work experience in customer service or support roles with a focus on handling escalations and customer issues.
- Previous experience working in a contact centre environment.
Work Level
Junior
Job Type
Permanent
Salary
Market Related
EE Position
No
Location
Durban
Required Experience:
Junior IC
Key Skills
- Business Development
- Sales Experience
- B2B Sales
- Time Management
- HP Service Manager
- Windows
- ServiceNow
- Relationship Management
- Operating Systems
- Management Consulting
- Troubleshooting
- Automotive Service
About Company
Ignition Group delivers efficient and exceptional business solutions globally, driven by the power of technology, data and people.
