Job Description

Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.

JOB DESCRIPTION & RESPONSIBILITIES

• Responsible for the resolution of customer queries with high professionalism
• First response on social media platforms such as Facebook, Twitter, Instagram etc.
• Secondary response - emails and telephonic
• Understanding and ownership of customer queries and complete management of the process to resolve issues escalated
• Assist and resolve incidents according to processes and procedures.
• Ensure excellent customer service and effective and efficient problem-solving
• Preserve and build relationships with customers and other stakeholders on behalf of the business.
• Effectively follow up on emails etc. including other key commitments made to clients.
• Reduce escalated incidents in line with SOPs and policy.
• Provide exceptional support in writing
• Submit reports including progress reports and analysis of information and statistics.
• Data capture customer info, escalated incidents and the processing of the ticket data
• Product knowledge in order to be able to answer all questions that may arise.
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support across the board.
• Reporting on customer queries and informing line manager of escalations

SKILLS AND PERSONAL ATTRIBUTES

• Must have matric (higher education advantageous)
• 1 - 2 years of call centre experience or 1-2 years of customer service correspondence
• Excellent comprehensive skills
• Excellent writing, reading and typing skills
• Be Social savvy
• Must be familiar with help desk applications

Skills Required

• Literate