Job Description

Purpose of the job:To be a strategic link in our customers communication processes, committed to exceeding their expectations by managing customer information and processing of complaints received from various sources.Key Responsibilities

• 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 behaviour 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 & behaviour) - 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 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.

Qualification Requirements

• Senior certificate (Grade 12)
• Relevant customer care qualification will be advantageous.

Experience Requirements

• 2-3 years prior experience in customer service role

Key OutputsSkills and Attributes Required

• High level of accuracy
• Strong customer service skills
• Sense of urgency / enthusiastic
• Ability to drive for results and accountability.
• Innovation/continuous improvements
• Core business processes and capabilities
• Excellent communication skills
• Good analytical and problem-solving abilities

High stress tolerance & resilience

Premier FMCG