Job Description

To provide an industry leading, simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company and client directive. To actively promote the brand by providing quality Customer Care at every instance, resolving customer queries whilst also promoting services in turn stimulating revenue for the business and driving brand NPS. To handle and resolve day to day customer requests received via different channels of communication and as per client guidelines.

Role and Responsibilities

A key role within a small dedicated team responsible for business partner support

Taking ownership to deliver a first class customer experience via telephone and email in a fast paced environment

Build and grow relationships with our business partners

Enable sales growth through customer care

Proactively monitor and manage outstanding repairs, keeping customers regularly updated and appeased until their repair is completed using Microsoft Excel

Going above and beyond to investigate and resolve high level complaints whilst working to company guidelines

Daily reports and auditing using Microsoft Excel

Work to unique service level agreements for each of our business partners

Become an expert in your field, providing troubleshooting to prevent unecessary engineer call outs

Interpreting engineer reports, liaising with engineers and Technical Support

Ordering of spare parts by identifying the correct part from build of materials

Coordinate exchanges where deemed necessary

Build and maintain relationships with key business partners

Qualifications and Education Requirements

Educated to GCSE standard or equivalent - English Literature, Language, Math's

Customer Service Qualifications desired but not essential

Key Skills & Characteristics

3+ years within a customer care environment

3 years of complaint handling experience

Strong IT Skills - Word/Excel/Outlook

SAP Experience

Excellent telephone manner

Excellent negotiation skills

Excellent listening skills

Excellent written English with accurate spelling and grammar

Relationship management

Willing and able to build relationships with people at all levels and across multiple departments Highly organised, ability to work under pressure and to challenging timelines

Team player with an ability to work independently too

An interest in and understanding of consumer electronics products and markets

Additional Notes

Position is Monday - Friday 9am - 5pm with 30 minutes lunch.

Job Type: Permanent

Pay: From R8500,00 per month

Education:

High School (matric) (Required)
Experience:

Contact Centre: 1 year (Required) * Customer Service/Webchat: 1 year (Required)