Customer Service Consultant

Callforceoutsourcing; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading contact center solutions company in Johannesburg seeks a customer service representative to excel in query resolution and customer relationship management. The role involves driving growth, ensuring exceptional service, and maintaining expert knowledge of products. Candidates must have Grade 12 and preferably a tertiary or banking qualification. This position offers the chance to contribute to a dynamic team in a fast-paced environment.

Qualifications

• Grade 12 education is required.
• A tertiary qualification is preferred.
• A banking qualification is advantageous.

Responsibilities

• Drive growth and profitability while managing costs.
• Deliver exceptional service that exceeds expectations.
• Resolve customer queries efficiently within timelines.
• Maintain relationships with internal and external stakeholders.
• Ensure expert knowledge of products and services.

Job description

Creating purposeful careers as we build the future of contact centre solutionsTo provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer requests, and managing customer expectations. Responsibilities : Drive significant growth and profitability in the context of cost management. Deliver exceptional service that exceeds customer and stakeholder expectations through proactive, innovative, and appropriate solutions. Manage SLAs with internal and external service providers. Engage with customers in a professional way as specified in the service standards. Ensure customers' needs and expectations are understood. Process customers' requests efficiently and effectively. Resolve all customer queries efficiently and within agreed timelines. Build and maintain relationships with internal and external parties to support the business strategy. Maintain expert knowledge on products including pricing, application procedures, processing, and timelines to drive and achieve relevant product and service targets. Provide an efficient administration service through careful and timely planning, reporting, and updating of all related information and systems relevant to customer queries / requests, ply with governance in terms of legislative and audit requirements. Track, control, and influence business activities with the specific aim to increase sales and service efficiencies. Manage own development to increase competencies.

Qualifications and Experience : Grade 12, Tertiary qualification, Banking qualification