To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group’s reputation, thereby ensuring an increase in sales both online and in-store.
Closing date: 22 June 2024
Location: Cape Town
Job Objectives:
- Assist with managing the various queues within the Freshdesk environment, including but not limited to Online Shopping, Social Media and Email Correspondence.
- Resolving customer queries and complaints via various channels, including but not limited to Inbound & Outbound Calls, Emails, Social Media, Online Chat and Email Correspondence.
- Meet customers’ expectations by being knowledgeable, professional and courteous at all times and through ensuring ‘first contact’ resolution
- Assist with managing various mailboxes within the Clicks Group Customer Service Environment.
- Submit weekly reports to the Team Leader detailing the number of interactions handled.
- Performing daily checks of website when required – to ensure that customers are enjoying a seamless experience.
- Any other reasonable ad-hoc duties requested from management.
Education:
- National Senior Certificate (Grade 12)
- Contact Centre qualification (Desirable)
Experience:
- 5 years’ experience in a customer service environment.
- 2 years’ experience in a Contact Centre with focuses on Social Media and/or Online Shopping support (Desirable)
Job Skills and Knowledge:
- Consumer Protection Act
- Customer Service Principles
- Protection of Personal Information Act
- Excellent Communication Skills (oral and written) in English and one other South African language
- Customer Service Orientation
- Demonstrated flair for troubleshooting and out-of-the-box problem solving
Competencies:
- Following instructions and Procedures
- Relating and networking
- Planning and Organising
- Coping with Pressures and Setbacks
- Entrepreneurial and Commercial Thinking
- Working with people
- Adhering to Principles and Values
- Delivering Results and Meeting Customer Expectations
Other Information:
This position involves working shifts which may be scheduled between 07:30 and 21:00 and may include Saturdays, Sundays and Public Holidays
