Call Centre Customer Query Handler

About the role

This is a permanent position in the call centre business unit, focused on handling customer queries and complaints across many communication channels and performing administrative work such as store maintenance and staff card reconciliations. The salary is market related.

Key responsibilities

• Handle customer queries and complaints via inbound/outbound voice, email, WhatsApp, Facebook, HelloPeter and other channels
• Resolve queries using accurate account, product and service information aligned to Standard Operating Procedures
• Use systems to resolve issues and update information accurately
• Escalate relevant queries to stakeholders and capture the correct disposition
• Action and resolve queries relating to store maintenance and staff cards, including staff card reconciliation
• Meet service levels and standards, escalate potential crises to management promptly and act efficiently and on time
• Align outputs to quality assurance standards and follow SOPs and departmental templates
• Follow the workforce schedule, company policies and procedures, and carry out ad hoc tasks as needed

Required profile

• 2 years of contact centre experience, of which 1 year in a multi-media, escalations or similar role
• Grade 12 or NQF Level 4; tertiary education in Communications, Marketing or Business Management is advantageous
• Knowledge of retail account services
• Empathy, flexibility, strong interpersonal skills and ability to multi-task and prioritise

Required skills

• Excellent verbal and written communication
• Problem solving and ability to work under pressure
• Microsoft Office