Job Title: Support Consultant
Company: Achievement Awards Group (Pty) Ltd.
Location: Westlake
Job Ref #: SC019
Industry: Call Centre
Job Type: Contract
Positions Available: 9
Job Description
Join a dynamic and fast-paced team as a Support Consultant! Be the frontline hero in resolving customer inquiries with professionalism and empathy, making sure every customer interaction is positive and impactful. This is your opportunity to be a key player in providing best-in-class customer service through phone, email, chat, and social media interactions.
Key Responsibilities
- Customer Interaction: Handle a variety of customer inquiries and concerns with a professional and service-oriented approach.
- Query Resolution: Resolve customer issues by gathering relevant information and delivering appropriate solutions, ensuring customer satisfaction.
- Service Delivery: Maintain daily call and quality targets, ensuring first-time resolutions.
- Escalation: Escalate complex or unresolved issues to the relevant teams and provide feedback on actions taken.
- Product and Policy Knowledge: Stay up-to-date with product offerings, company policies, and processes to provide accurate and relevant solutions.
- Maintain Control: Diffuse difficult situations, maintain control of conversations, and manage the flow of calls effectively.
- Data Accuracy: Ensure customer information is accurately captured and updated.
Job Requirements
Skills & Attributes
- Excellent verbal and written communication skills in English, Zulu, Sotho, and Xhosa
- Attentive listener with a customer-first approach
- High attention to detail and accuracy
- Strong adaptability to align with diverse customer needs
- Ability to solve basic problems using standard procedures
- Proven ability to work effectively in a team
- Passion for learning and self-improvement
Experience & Education
- Matric or NQF Level 4
- Minimum 1-year experience in a high-pressure customer service environment
- Experience with complaint resolution
- Proficient in Microsoft Word, Outlook, Excel, and Customer Management Interface
- Knowledge of contact centre procedures
Core Competencies
- Client Engagement: Resolves queries quickly, provides empathetic service, and ensures a magical customer experience.
- Customer Support: Efficiently allocates calls and queries, logs incidents, and follows up to ensure service resolution.
- Integrity: Adheres to company policies, ethical standards, and regulations.
- Teamwork: Collaborates with colleagues, shares knowledge, and contributes to collective success.
- Results Orientation: Sets personal performance goals, meets organizational targets, and strives for continuous improvement.
Application Process
Achievement Awards Group is committed to diversity and inclusion, providing equal employment opportunities to all qualified applicants. Preference will be given to applicants from designated groups, in compliance with employment equity laws.
If you haven’t heard from us within two weeks of applying, please consider your application unsuccessful.
Closing Date for Applications: 31 January 2025
An applicant assessment and background check may be part of the hiring process.
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