Contact Centre Consultant (CRT & Correspondence)

Clicks Group; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Clicks Group is recruiting a Contact Centre Consultant for our Marketing team at the Cape Town head office. You will handle inquiries and complaints across multiple channels, delivering accurate resolutions and courteous service to achieve one-contact resolution.

You should have at least 2 years in a call centre in ecommerce customer service, with knowledge of Consumer Protection and POPIA. The role requires proactive process improvements, strong communication, and timely reporting to the Team

Qualifications

• 2 years Contact Centre Experience in an e-commerce customer service environment (Essential).
• Knowledge of Consumer Protection Act and Protection of Personal Information Act.
• Familiarity with ClubCard Strategy and Operations.

Responsibilities

• Respond to a targeted amount of telephone calls accurately and within set time frames to meet service standards for complaints.
• Ensure customer expectations are met by being knowledgeable, professional and courteous for one-contact resolution.
• Proactively suggest new processes and improvements to exceed customer expectations.
• Liaise with Team Leaders and ClubCard Manager to communicate and escalate information as needed.
• Handle all customer interactions (calls, correspondence and tasks) with a solution-based approach while adhering to SLA’s to retain customers.
• Maintain the CRT database with accurate information and submit weekly reports detailing calls handled.

Skills

Customer Service

Communication

Time Management

People skills

Following Instructions

Principles & Values

Delivering Results

Relating & Networking

Personal Goals

Job description

Listing reference: click_027856

Listing status: Online

Apply by: 9 November 2026

Position summary

Industry: Wholesale & Retail Trade

Job category: Call Centre and Telesales

Location: Cape Town

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: Yes

About our company

Clicks Group

Introduction

We are looking to recruit a Contact Centre Consultant to work within the Marketing department. The role will be based at our head Office in Cape Town and will report to the Contact Centre Team Leader.

To provide problem resolution to enquiries and complaints to the Clicks Group customer through the various customer communication methods including inbound and correspondence.

Job Objectives:

• Respond to a targeted amount of telephone calls accurately and in a specified time frame, thereby meeting set service standards relating to complaints.
• Meet Customers’ expectations by being knowledgeable, professional and courteous and thereby ensuring ‘one-contact’ resolution relating to customer complaints.
• Proactively recommend new processes and improvements to current practices to exceed customer expectation.
• Liaise with Team Leaders and ClubCard Manager to ensure all relevant information is communicated and escalated accordingly.
• Consistently facilitate all customer interactions relating to complaints & queries, inclusive of calls, correspondence & tasks by offering a solution based approach to all customer interactions whilst adhering to correspondence SLA’s in order to retain customers.
• Maintaining the CRT database by means of accurately processing information, and submitting weekly reports to the Team Leader detailing the number of calls handled.

Education and Experience:

• 2 years Contact Centre Experience in an e-commerce customer service environment.(Essential)

Job Knowledge:

• Consumer Protection Act
• Protection of Personal Information Act
• ClubCard Strategy and Operations

Job Skills:

• Customer Service orientation
• Excellent communications skills and telephone etiquette
• Effective Time Management
• Working with People
• Following Instructions and Procedures
• Adhering to Principles and Values
• Delivering Results and Meeting Customer Expectations
• Relating and Networking
• Achieving Personal Work Goals and Objectives