Apply by: 3 February 2025
Position summary
Industry: Wholesale & Retail Trade
Job category: Call Centre and Telesales
Location: Cape Town
Contract: Fixed Term Contract
Remuneration: Market Related
Introduction
To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group’s reputation, thereby ensuring an increase in sales both online and in-store.
Job description
Job Description:
- Assist with managing the various queues within the Freshdesk environment, including but not limited to Online Shopping, Social Media and Email Correspondence.
- Resolving customer queries and complaints via various channels, including but not limited to Inbound & Outbound Calls, Emails, Social Media, Online Chat and Email Correspondence.
- Meet customers’ expectations by being knowledgeable, professional and courteous at all times and through ensuring ‘first contact’ resolution. In addition, to respond to customers within SLA.
- Assist with managing various mailboxes within the Clicks Group Customer Service Environment.
- Submit weekly reports to the Team Leader detailing the number of interactions handled.
- Performing daily checks of website when required – to ensure that customers are enjoying a seamless experience.
- Any other reasonable ad-hoc duties requested from management.
Minimum requirements
Education:
- National Senior Certificate (Grade 12)
- Contact Centre qualification (Desirable)
Experience:
- 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(Desirable)
Job Knowledge and Skills:
- Consumer Protection Act
- Customer Service Principles
- Protection of Personal Information Act
- Excellent Communication Skills (oral and written) in English and one other South African language
- Customer Service Orientation
- Demonstrated flair for troubleshooting and out-of-the-box problem solving
Competencies:
- Following instructions and Procedures
- Relating and networking
- Planning and Organising
- Coping with Pressures and Setbacks
- Entrepreneurial and Commercial Thinking
- Working with people
- Adhering to Principles and Values
- Delivering Results and Meeting Customer Expectations
Other Information:
This position involves working shifts which may be scheduled between 07:30 and 21:00 and may include Saturdays, Sundays and Public Holidays.