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Customer Care Consultant

Customer Care Consultant

Ignition GroupZA
21 days ago
Job description

Job title : Customer Care Consultant

Job Location : KwaZulu-Natal,

Deadline : November 06, 2025

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Description

First Teir / Level Customer Support

  • Receive Telephonic or Digital (Email, social media, Chatbot, WhatsApp) queries and enquiries from customer
  • Assess Queries received and provide Product and Service support to customers.
  • Log queries received in a manner that allows the business to analysis and categories reasons for queries or complaints and implement service delivery improvement.
  • During interactions transfer product and business value proposition know to customers that allows them to realise the potential and benefits of the products and services the business provides.
  • Diagnoses the customers service situation and provide a First Call Resolution consistent with the business, product and / or service delivery processes, standards, and Terms.

    • Escalation handling and resolution

  • Identify solutions and implement resolutions for escalated issues, working with relevant internal teams.
  • Ensure that turnaround times for analysis and resolution of escalations are met in accordance with service level agreements / compliance standards.
  • Provides feedback to the relevant stakeholders and keeps them informed about the progress of the case and expected timelines for resolution.
  • Act as a feedback loop by providing insights and guidance on handling difficult cases and helping improve overall service quality.

    • Reporting

  • Maintain detailed records of escalated cases, actions taken, and outcomes to facilitate reporting, analysis, and process improvements.
  • Contribute to the creation of documentation to support resolution of future issues of a similar nature.
  • Produce regular reports and summaries on escalated cases, resolutions and trends.
  • Present findings on trends to the relevant internal stakeholders.

    • Requirements

  • Matric
  • Relevant diploma or certification
  • At least 3 years’ work experience in customer service or support roles, with a focus on handling escalations and customer issues.
  • Previous experience working in a contact centre environment.
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