Consumer Care Advisor - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 17-09-2015 9:03:59 AM
15-10-2015 9:03:59 AM
Purpose:
• Maintain and uphold the reputation and trust equity invested in all the brands in the group.
• Deliver useful information to enable ongoing brand building and consumer endorsement and loyalty.

Duties:
• Deliver exceptional consumer care through professionally responding to all Consumer enquiries, complaints and adverse events received via any of our consumer touchpoints (facebook, email, phone, sms or letter) and ensuring closed loop process is followed via CRS database.
• Support Team Leader with preparation of reporting for internal customers (monthly, quarterly and adhoc) and continually look for opportunities to deliver value to the business through information and consumer insights.
• Assume SME role for CRS when required and ensure all Regional requests are managed and that relevant training and validation is completed timeously.
• Maintain and follow system to ensure accurate reporting and dispensing of Mobile Coupons for product fulfilment and redemption as well as for complaint sample retrieval and processing.
• Maintain and develop latest knowledge of products and relevant quality systems (and develop a working knowledge of what competitor products are available). Ensure adherence to applicable quality procedures and processes and maintain 100% compliance with training plan.

Qualification & Experience Required:
• Ability to speak an African language (Xhosa/Zulu etc.) fluently is critical.
• Prior experience with CRS and telephony systems a recommendation but not essential
• Track record of managing conflict and bringing about a positive outcome through an empathetic and authentic approach.
• Ability to prioritise tasks and manage volume whilst staying focussed on the delivery of service excellence to our consumers.
• Strong empathy and the ability to see situations from the consumers’ perspective whilst protecting the image of our Company.
• Good administrative abilities with above average typing and computer skills and a working knowledge of social media (FaceBook, Twitter) as well as the ability to converse through this medium (language/tone).
• Analytical abilities which will help to produce meaningful reports.
• Maturity, a positive outlook and high energy levels along with the ability to maintain a positive status quo is essential for this role.