Contact Centre Consultant (OMNI) - 4 Months Maternity Cover

Clicks Group Limited; Cape Town; Sur place; ZAR 201 000 - 312 000; Temps partiel

Résumé du poste

Clicks Group is seeking a Contact Centre Consultant (OMNI) for a 4 months maternity cover in Cape Town. The role focuses on managing Freshdesk queues across Online Shopping, Social Media and Email, and resolving customer queries via calls, email, social media and chat.

You will ensure first contact resolution and meet SLA expectations, while handling mailboxes and producing weekly interaction reports. The position requires 5 years in customer service and 2 years in a contact centre with a social

Qualifications

• 5 years’ experience in a customer service environment.
• 2 years’ experience in a Contact Centre with focuses on Social Media and/or Online Shopping support.
• Excellent Communication Skills (oral and written) in English and one other South African language.
• Familiarity with Consumer Protection Act and POPIA basics.

Responsabilités

• Assist with managing the queues within the Freshdesk environment (Online Shopping, Social Media, Email).
• Resolve customer queries and complaints via calls, emails, social media and chat.
• Aim for first contact resolution and respond within SLA.
• Manage mailboxes in the Clicks Group Customer Service Environment.
• Submit weekly reports detailing interactions handled.
• Perform daily website checks to ensure a seamless customer experience.

Connaissances

Customer service

Communication skills

English proficiency

Teamwork

Formation

National Senior Certificate (Grade 12)

Description du poste

Contact Centre Consultant (OMNI) - 4 Months Maternity Cover

Listing reference: click_026140

Listing status: Online

Apply by: 26 August 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

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:

• 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 throughensuring ‘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.

Education:

• National Senior Certificate (Grade 12)

Experience:

• 5 years’ experience in a customer service environment.
• 2 years’ experience in a Contact Centre with focuses on Social Media and/or Online Shopping support(Desirable)

Job Knowledge and Skills:

• 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
• Following instructions and Procedures
• Relating and networking
• Planning and Organising
• Coping with Pressures and Setbacks
• Entrepreneurial and Commercial Thinking
• Working with people
• Adhering to Principles and Values
• Delivering Results and Meeting Customer Expectations

Other Information:

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