Contact Centre Consultant (CRT & Correspondence)

Clicks Group; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading retail company based in Cape Town is looking for a customer service representative to handle enquiries and complaints through various communication methods. Candidates must possess a Grade 12 qualification and have at least 2 years' experience in a contact centre environment. The role emphasizes problem resolution and maintaining service standards. This is a fixed-term contract position with a market-related remuneration.

Qualifications

• Grade 12 is essential.
• Contact Centre qualification required.
• 2 years of Contact Centre experience in an e-commerce customer service environment is essential.

Responsibilities

• Provide problem resolution to customer enquiries and complaints through various communication methods.
• Respond to telephone calls accurately within a specified time frame.
• Proactively recommend new processes and improvements.

Skills

Customer Service orientation

Conflict Resolution

Excellent communications skills and telephone etiquette

Problem‑solving skills

Effective Time Management

Education

Grade 12

Contact Centre qualification

Job description

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

Job Description

To provide problem resolution to enquiries and complaints for Clicks Group customers through various communication methods including inbound calls and correspondence.

Job Objectives

• Respond to a targeted amount of telephone calls accurately and within a specified time frame, meeting set service standards for complaints.
• Meet customers’ expectations by being knowledgeable, professional and courteous, ensuring one‑contact resolution for customer complaints.
• Proactively recommend new processes and improvements to exceed customer expectations.
• Liaise with Team Leaders and ClubCard Manager to ensure relevant information is communicated and escalated appropriately.
• Facilitate all customer interactions related to complaints and queries (calls, correspondence, tasks) with a solution‑based approach, adhering to correspondence SLAs to retain customers.
• Maintain the CRT database accurately, processing information and submitting weekly reports to the Team Leader on call volume.

Minimum Requirements

• Grade 12 (Essential)
• Contact Centre qualification
• 2 years Contact Centre experience in an e‑commerce customer service environment (Essential)

Job Knowledge

• Consumer Protection Act
• Protection of Personal Information Act
• Contact Centre systems
• ClubCard Strategy and Operations

Job Skills

• Customer Service orientation
• Conflict Resolution
• Excellent communications skills and telephone etiquette
• Problem‑solving skills
• Effective Time Management

Competencies

• 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