Description

Introduction

Tracker requires the services of a Co-ordinator in the Customer Experience department at Head office based in Johannesburg. We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.

Job description

RESPONSIBILITIES

  • Ensure that telephonic / electronic requests and walk-in clients received within the Customer Experience Department are handled efficiently and in line with service level agreements and standards.
  • Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a first priority.
  • Ensure meeting of targets / deadlines as per Key Performance Agreement.
  • Follow up queries and liaise with all necessary parties and departments regarding query resolution.
  • Identify concerns or trends, investigate and propose possible solutions for problems.
  • Attend to walk in clients with a view of resolving queries / complaints.
  • Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
  • Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise
  • To gather information on complaints including root cause analysis as well as recommendations for Managements review.
  • Monitor and oversee social media platforms.
  • To be responsible for investigation, resolution and reporting of all customer related complaints.

Minimum requirements

SKILLS / KNOWLEDGE

  • Matric with a 5 years working experience in a Contact Centre.
  • Experience in handling director level complaints will be advantages.
  • Minimum 1 year experience in handling escalations and/complaints.
  • Must have a genuine concern for customer complaints and work with dedication towards finding solutions
  • The ability to cope with a constant changing and pressurised environment.
  • Good understanding of operational environment (Product and systems knowledge) and analytical skills
  • Must be self-motivated and a good team player.
  • Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like HelloPeter.
  • The incumbent should have excellent communication skills and high emotional intelligence (EQ) level.
  • The ability to work in an environment where multi-skilling is required.
  • Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.

Position Summary

Location:

Randburg

Industry:

Telecommunication and Mobile Systems

Contract:

Permanent

EE Position:

No

Closing Date:

26/01/2021

Advert Status: