Case Manager (contract) – Contact Centre
Initiate International
Pretoria
28d ago

A BPO focusing in the automotive industry have a great job opportunity for a Case Manager to join their team in Pretoria .

The Case Manager will manage customer and dealer contact, taking ownership to manage customer cases on behalf of their client in the UK

Your key job responsibilities as the Case Manager in Pretoria will include :

  • Promoting a positive customer and dealer relationship ensuring maximum customer satisfaction, whilst actively striving for organisational excellence
  • Demonstrate a customer centric focus through the customer journey and have the ability to negotiate win-win outcomes with customers
  • Liaising with the dealer network on a daily basis to resolve issues
  • Keeping accurate records of discussions or correspondence with customers
  • Use innovative approaches to resolve customer issues. Ensuring new ideas about customer resolution are shared within department and business
  • Develop and maintain product knowledge business process and, system expertise to meet on- going customer and client needs
  • Effectively manage customer relationships through understanding customer expectations and setting realistic and timely agreements for future contact
  • Take ownership to seek out effective resolutions for customers concerns through proactive investigation
  • Work collaboratively with teams based in South Africa and in the UK
  • Other ad-hoc duties assigned by Team Manager
  • Requirements for this Case Manager job in Pretoria :

  • Matric / Grade 12
  • Two years’ experience in a customer focused / facing role and / or experience within a Contact Centre
  • At least 6 months’ experience dealing with a UK client base and / or work experience in the UK
  • Automotive Contact Centre support highly advantageous
  • Excellent customer handling experience with a thorough understanding of world class’ customer service and a desire to exceed customer expectations whilst marrying this with the objectives of the business
  • Solid knowledge of Office suite (Word, Excel, Access, PowerPoint, Outlook)
  • Strong communication and writing skills
  • Utilise empathy and listening skills, courteous and helpful attitude to focus on providing quality customer service
  • Ability and desire to work on own initiative and prioritise workload without supervision
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