Job Category Customer Service

Purpose
To provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services and web/mobile products in a professional manner. To promote a positive image of the company through telephonic and written interaction whilst solving problems.

Qualifications
Essential
•Matric (Grade 12)

Desirable
•Post-matric qualification

Experience
Essential
•3 years + Consumer complaint resolution environment
•3 years + Inbound and outbound call centre

Knowledge
Essential:
•3 years world-class customer service principles

Skills
Essential:
•3 years + Telephone etiquette
•2 years + Handling irate customers
•2 years + User-level understanding of web and mobile technology
•3 years+ Written (email), and verbal communication
•Proficient in at least English and Afrikaans

Job objectives
(1)Customer Support:
•Provide telephonic customer support and respond to emails
•Address telephonic complaints and general queries in a professional manner and in line with set standards
•Adhere to sound written communication principles
•Maintain customer service standards and promote a positive image of the Company
•Escalate complaints/enquiries/information to relevant operational level
•Ensure complaints/questions are answered/resolved in a reasonable time-frame
•Follow-up on customer enquiries and complaints, if applicable
•Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
(2)Mobile and web product user support:
•Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
•Follow-up on customer complaints.
(3)Administration:
•Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
•Ensure all captured information is accurate and complete
•Report incidents according to set guidelines
•Maintain quality control principles and recommend process improvements
(4)Customer Service:
•Meet client expectations and maintain quality customer service principles
•Address customer complaints and provide necessary feedback
•Adhere to professional telephone etiquette and principles
•Maintain confidentiality

Working hours:
40 hours work week, scheduled any five days from Monday to Sunday, including public holidays:
Mon – Sat: 08h00 – 17h00
Sun/PH: 09h00 – 14h00

Competencies
Essential
-Working with people
-Relating and networking
-Coping with pressures and setbacks
-Writing and reporting
-Delivering results and meeting customer expectations

Additional Information 
WE ARE LOOKING FOR APPLICANTS WITH RETAIL COMPLAINTS EXPERIENCE.

Feedback Policy
Sotina Recruitment endeavors to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful