Customer Complaints Agent
Brackenfell, Western Cape, ZA
6d ago
source : Work-Force

Customer Support :

  • Provide telephonic customer support and respond to emails Address telephonic complaints and general queries in a professional manner and in line with set standards
  • Adhere to sound written communication principles Maintain customer service standards and promote a positive image of the Company Escalate complaints / enquiries / information to relevant operational level
  • Ensure complaints / questions are answered / resolved in a reasonable time-frame Follow-up on customer enquiries and complaints, if applicable Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
  • Mobile and web product user support :

  • Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.
  • and address queries accordingly

  • Follow-up on customer complaints.
  • Administration :

  • Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
  • Ensure all captured information is accurate and complete
  • Report incidents according to set guidelines
  • Maintain quality control principles and recommend process improvements
  • Customer Service :

  • Meet client expectations and maintain quality customer service principles
  • Address customer complaints and provide necessary feedback
  • Adhere to professional telephone etiquette and principles
  • Maintain confidentiality
  • Requirements :

  • Matric (Grade 12)
  • 3 years + Consumer complaint resolution environment is essential
  • 3 years + Inbound and outbound call centre
  • Retail complaints experience would be advantageous
  • 3 years world-class customer service principles
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