Customer Service ConsultantIgnition Group • Durban, KwaZulu-Natal, South Africa
Customer Service Consultant
Ignition Group • Durban, KwaZulu-Natal, South Africa
12 days ago
Job descriptionIdentify 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. 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. Intermediate computer skills (basic excel word e-mail). Good verbal and written communication skills. Able to discern the material from the immaterial with respect to what is uncovered in findings. Accustomed to tight deadlines and able to multi-task. High degree of integrity and highly organised. Good listening and interpersonal skills. Ability to apply logic to arrive at conclusions when collating insight on investigations and proactively engage on solutions. Solid attention to detail. Problem solving and critical thinking skills. Customer-centric mindset with a passion for service excellence. Ability to work collaboratively with cross-functional teams. 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.
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
Reporting
Requirements
Education and Experience :
Work Level
Junior
Job Type
Permanent
Salary
Market Related
EE Position
No
Location
Durban
Required Experience :
Junior IC
Key Skills
Business Development,Sales Experience,B2B Sales,Time Management,HP Service Manager,Windows,ServiceNow,Relationship Management,Operating Systems,Management Consulting,Troubleshooting,Automotive Service
Employment Type : Full-Time
Experience : years
Vacancy : 1
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Customer Service Consultant • Durban, KwaZulu-Natal, South Africa
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