Contact Centre Consultant

About the role

A vacancy has arisen for a Contact Centre Consultant at a Contact Centre in Cape Town. The ideal candidate has a strong personality and a passion for client services, excels in attention to detail and aims to exceed expectations. They should be a team player who works well under pressure, supports the team and assists their supervisor when needed.

Key responsibilities

• Conduct outbound customer satisfaction surveys
• Maintain strict agreed service level agreements
• Process queries, compliments, complaints and changes in line with business processes
• Follow best operating practices in the contact centre and achieve targets
• Liaise with business partners at various levels
• Give clients factual, honest information and handle and resolve queries and complaints proactively

Required profile

• Minimum Matric qualification
• At least 2 years of contact centre experience (customer satisfaction surveys advantageous)
• Good experience in a target-driven environment
• Fluent isiZulu and/or isiXhosa and/or seSotho
• General motor industry knowledge is advantageous

Required skills

• Computer literacy (Word, Excel, Outlook)
• Strong communication, conflict handling, negotiation and time and desk management skills
• Good business etiquette with clients