CUSTOMER SERVICE CONSULTANT – SOCIAL MEDIA

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Location: Johannesburg

Closing Date: Mon, Jan 08, 2024

MAIN PURPOSE OF THE JOB

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

Click here to apply

All the best with your applications