1 X Customer Support Quality Coordinator - Claremont - WC
at RENTOKIL
South Africa, , South Africa -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 11 Nov, 2024 | Not Specified | 12 Aug, 2024 | 3 year(s) or above | Customer Service,Customer Experience,It,English,Afrikaans,Closure,Morale,Conflict Management | No | No |
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Employment Type:
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Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
To manage, resolve and escalate all incoming complaints in line with the complaints process and
provide day to day support to our clients, colleagues & relevant stakeholders on any complaints
ensuring a full end to end handling of client complaints and dissatisfaction by liaising with internal
departments to resolve complaints in a timely manner.
KEY WORK OUTPUTS & ACCOUNTABILITIES
Ensure that all complaints are managed and closed in accordance with internal business standards and external legislative
requirements. (within the 24 SLA)
- Support the complaints handling performance across our business
- Communicating the decision reached the customer in a clear, unbiased and fair manner.
- Identify and communicate any training requirements to Customer Support Team Leader
- Log, update and maintain customer complaints, queries and compliments using the internal ticketing system until closure of
each ticket.
- Each ticket needs to be updated and closed with resolution details.
- Update these tickets in regular intervals to meet internal SLAs.
- Analyse and report on ticket data regularly and highlight trends to the business. Use root cause analysis to identify process
improvements.
- Escalate service and product complaints to all relevant departments.
- Participate in corrective actions based on root cause analysis, and coordinate tracking and center approval for all complaints
- Review credit requests related to product or service complaints to ensure that they are applied and processed timely.
- Coordinate assigned investigations including drafting of reports for review.
- Research and review the written responses for approval, and determine root causes of complaints.
- Track all communication, problems, and requests from customers, and ensure that they are logged in properly and in a timely
manner.
- Perform research work, and troubleshoot issues pertaining to complaints, ensuring that all aspects are properly covered.
- Develop and keep under review best practice guidance for the handling of all complaints.
- Solicit positive Google reviews upon resolution when required.
SKILLS & COMPETENCIES
- We’re looking for someone with experience in dealing with customer complaint escalations
- The successful candidate needs to have high standards when it comes to customer interactions.
- Someone that constantly innovates processes to provide the best customer experience. Thisperson needs to be confident in driving change.
- Well spoken, a strong command of the English language and able to build professional rapport quickly
- Customer escalations experience
- You put the customer at the heart of what you do
- Accountable for your KPI’s, performance, actions & morale
- To build and maintain effective relationships with individuals in your team, the department and throughout the business
- Confident with all methods of communication. You are an open listener, articulate and willing to consider the views of others.
- Comfortable with conflict management
- Negotiation skills
QUALIFICATIONS & EXPERIENCE:
Matric certificate or equivalent
- Experience in a Contact Centre environment 3-5 years (Customer Service & Administrative Roles)
- Experience in Administration imperative
- Bilingual in English and Afrikaans
- Computer literate – MS Office
- Above average Excel Skills
- Above average numeracy skills
Responsibilities:
Please refer the Job description for details
REQUIREMENT SUMMARY
Min:3.0Max:5.0 year(s)
Outsourcing/Offshoring
IT Software - Other
Customer Service
Trade Certificate
Matric certificate or equivalent
Proficient
1
South Africa, South Africa