Omni Contact Center Specialist - 4-Month Contract

Clicks Group Limited; Cape Town; On-site; ZAR 201,000 - 312,000; Part time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Communication skills

English proficiency

Teamwork

Education

National Senior Certificate (Grade 12)

Job description

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