Contact Centre Consultant (OMNI) - 4 Months Maternity Cover

Clicks Group · Cape Town, Western Cape

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Introduction

To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group's reputation, thereby ensuring an increase in sales both online and in-store.

Job description

Job Description

Assist with managing the various queues within the Freshdesk environment, including but not limited to Online Shopping, Social Media and Email Correspondence.
Resolving customer queries and complaints via various channels, including but not limited to Inbound & Outbound Calls, Emails, Social Media, Online Chat and Email Correspondence.
Meet customers' expectations by being knowledgeable, professional and courteous at all times and through ensuring 'first contact' resolution. In addition, to respond to customers within SLA.
Assist with managing various mailboxes within the Clicks Group Customer Service Environment.
Submit weekly reports to the Team Leader detailing the number of interactions handled.
Performing daily checks of website when required - to ensure that customers are enjoying a seamless experience.
Any other reasonable ad-hoc duties requested from management.

Minimum requirements

5 years' experience in a customer service environment.
2 years' experience in a Contact Centre with focuses on Social Media and/or Online Shopping supportDesirable

Consumer Protection Act
Customer Service Principles
Protection of Personal Information Act
Excellent Communication Skills oral and written in English and one other South African language
Customer Service Orientation
Demonstrated flair for troubleshooting and out-of-the-box problem solving

This position involves working shifts which may be scheduled between 07:30 and 21:00 and may include Saturdays, Sundays and Public Holidays.