Contact Centre Consultant (CRT & Correspondence)

Introduction

• We are looking to recruit a Contact Centre Consultant to work within the Marketing department. The role will be based at our head Office in Cape Town and will report to the Contact Centre Team Leader.

Job description

• To provide problem resolution to enquiries and complaints to the Clicks Group customer through the various customer communication methods including inbound and correspondence.

Job Objectives:

• Respond to a targeted amount of telephone calls accurately and in a specified time frame, thereby meeting set service standards relating to complaints.
• Meet Customers’ expectations by being knowledgeable, professional and courteous and thereby ensuring ‘one-contact’ resolution relating to customer complaints.
•  Proactively recommend new processes and improvements to current practices to exceed customer expectation.
• Liaise with Team Leaders and ClubCard Manager to ensure all relevant information is communicated and escalated accordingly.
• Consistently facilitate all customer interactions relating to complaints & queries, inclusive of calls, correspondence & tasks by offering a solution based approach to all customer interactions whilst adhering to correspondence SLA’s in order to retain customers.
• Maintaining the CRT database by means of accurately processing information, and submitting weekly reports to the Team Leader detailing the number of calls handled.

• Working with People
• Following Instructions and Procedures
• Adhering to Principles and Values
• Delivering Results and Meeting Customer Expectations
• Relating and Networking
• Achieving Personal Work Goals and Objectives