Customer Complaints Agent

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

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.

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

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

Requirements:

• Matric (Grade 12)

• 3 years + Consumer complaint resolution environment is essential

• 3 years + Inbound and outbound call centre

• Retail complaints experience would be advantageous

• 3 years world-class customer service principles

Please send your CV to: potchefcareers@gmail.com