Senior Customer Care Consultant

City of Tshwane · Gauteng

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Appointment requirements

Grade 12
An appropriate career-related qualification will be an added advantage
At least two years' relevant working experience in a walk-in centre, face-to-face or call centre virtual contact centre in a multi-site environment
Supervisory experience will be an added advantage
Computer literacy knowledge of SAP CIC, SAP CRM and Sinch or any telephony system will be an added advantage
Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost
Candidates must be willing to work at any of the regional customer care centres walk-in centres and call centres, depending on operational requirements

Personal attributes and/or competencies

Multilingualism; excellent verbal and written communication skills; ability to work under pressure; ability to meet deadlines; good organisational skills; planning skills; leading and controlling skills; ability to cope with stress; team leader attributes; being a team player; ability to pay attention to detail; coaching and mentoring skills; ability to handle people management issues with tact, diplomacy and maturity; ability to inspire and influence others positively; having patience; ability to enforce discipline as a corrective measure; competence in business writing etiquette; strong personal and customer care skills; strong supervisory skills; emotional intelligence; intellectual and cognitive ability

Primary functions

Supervise call centre agents or walk-in centre consultants and handle complaints and enquiries
Handle complaints and enquiries received at the centre and those referred to by consultants, agents and management
Manage overall team performance
Ensure correctness of information
Interact with external role players
Implement and maintain systems
Keep statistical data
Ensure adherence to corporate occupational health and safety standards and procedures
Report to management on team performance based on set targets