Customer Experience Advocate

Core Group ZA; Gauteng; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Core Group ZA is seeking a confident, customer-focused Customer Service Advocate to join our Service Centre team. You will own customer queries from start to finish, solving problems and ensuring professional handling of each interaction.

You will manage repairs, quotations, parts availability and service updates, while maintaining high data accuracy in FileMaker and Zendesk and contributing to a CSAT target of 85%+

Qualifications

• Matric is essential.
• Minimum 3 years' experience in a similar customer service role.
• Proven track record of delivering strong customer service.
• Excellent interpersonal skills.
• Strong listening and verbal communication skills.
• Excellent written communication skills.
• Experience using Zendesk and FileMaker, or similar CRM/ticketing systems.

Responsibilities

• Handle inbound customer calls relating to repairs and service queries.
• Respond to customer emails and Zendesk cases promptly and professionally.
• Proactively contact customers regarding repair quotations and explain the quotation clearly.
• Follow up with customers regarding outstanding quotations and required decisions.
• Keep customers updated when repairs are awaiting parts, including providing updated expected timelines.
• Manage customer callback requests as a priority.
• Provide customers with clear and easy-to-understand information regarding their repair or service query.
• Prioritise telephonic customer engagement where appropriate and follow up conversations with written confirmation.
• Proactively identify possible customer complaints or escalations and work to resolve them before they become formal complaints.
• Respond to formal customer complaints in line with company processes.
• Monitor customer feedback and highlight recurring customer concerns to the Customer Service Supervisor.
• Communicate effectively with technicians regarding customer queries, feedback and repair requirements.
• Escalate potential service issues to the Customer Service Supervisor when required.

Skills

Customer focus

Verbal communication

Written communication

Interpersonal skills

Active listening

Time management

Education

Matric

Tools

Zendesk

FileMaker

Job description

Core Group ZA is seeking a confident, customer-focused Customer Service Advocate to join our Service Centre team. You will own customer queries from start to finish, solving problems and ensuring professional handling of each interaction.

You will manage repairs, quotations, parts availability and service updates, while maintaining high data accuracy in FileMaker and Zendesk and contributing to a CSAT target of 85%+