Customer Care Consultant
Requirements
- ✓Matric
- ✓A tertiary qualification would be advantageous
- ✓EXPERIENCE
- ✓Experience in a similar role (customer services / call centre) in a service operation
- ✓Microsoft Excel, PowerPoint, Word experience is critical.
- ✓Cellular / GSM experience
- ✓KNOWLEDGE , SKILLS AND ATTRIBUTES
- ✓Good interpersonal skills
- ✓Good relationship skills
- ✓Analytical skills
- ✓Problem solving skills
- ✓Ability to react quickly and make decisions under pressure
- ✓Very good communication skills (Verbal + written)
- ✓Business communication skills
- ✓Work well under pressure
- ✓Good business acumen
- ✓Conflict resolution
- ✓Telephone etiquette
- ✓Ability to perform routine / repetitive work.
- ✓Able to cope effectively with change
About This Role
The Customer Care Consultant will maintain a good customer care experience for the MVNO business. To ensure that the overall customer care function is administratively supported both pre- and post-sales with the objective of maximising customer service.
Job Description
Compliance to Processes
Timeous order entry process completion within turn-around times
Sound knowledge of MRP and MVNX products and services
Understanding of customer credit vetting management
Credit Limit monitoring
Customer account maintenance
Customer welcome and first bill/change bill sign off
Cancellations
Sound knowledge of MRP’s cancellation processes
Customer retention management
Timeous cancellation process completion
Entering the cancellation into the CRM system
Quoting customers on early termination costs
General
Assist with all customer queries that arise
Filing of all required documentation
Monitor data Integrity on all systems and databases
Knowledge on all relevant systems to ensure that the correct decisions are taken and the correct information is fed back to the customer
Effective escalation management
Ad-hoc reporting when required
Training
On-going training required
Individual Development Plan
Internal product and sales training
Operational Processes
Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced
Effectively utilise and open system applications to support work (e.g. Soft Phone, Admin, Vas X)
Ensure that all calls are logged accurately according to call classification system
Identify problem areas and escalate to Line Management as appropriate
Retain customers in line with company retention strategies
Work on Call Centre shifts according to duty roster communicated
Conduct coaching and buddy training as required
Customer Service
Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
Provide input / advice on the best approach / solution to reach the best results to meet customer requirements
Deliver first time right service excellence
Quality Control
Ensure all customer queries are attended to within defined standards of quality and resolved within agreed SLA’s
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
Provide input / advice on the best approach / solution to reach the best results to meet customer requirements.
Deliver first time right service excellence
Ready to apply?
Apply directly on Ignition Group-Umhlanga's website.