Our Client is a global BPO provider, specialising in technical consultancy, business process management and customer experience across a range of digital, social and traditional voice channels. With its global headquarters in Europe and Cape Town, focusing on transformational outsourcing is now looking for Customer Service Consultants to join their team in Cape Town.

Salary: R5 895 /pcm (R4 640 training period)

As a customer service consultant, you will manage all customer queries and requests in line with quality standards in order to ensure a positive customer experience that leads to customer satisfaction and retention.

Basic requirements:
Matric, Grade 12
Excellent written and verbal language skills in English
Clear Criminal and ITC record
Strong comprehension skills and conversational skills
Resilience (stress tolerance)
Advanced computer literacy – ability to speedily navigate various screens and systems effectively

Experience:
Minimum 1+ year customer service experience servicing international market
Previous Contact Centre Experience
Experience working with international Clients/Customers (highly advantageous)

Duties:
Identify customer needs to provide quality service
Undertake inbound and outbound calls
Escalates/transfers calls if required as per guidelines
Provide customers with accurate information on the products and services
Actions customer queries within the confines of operational and client policies and procedures
Ensures all queries identified as high risk are closely monitored and actioned promptly
Ensures all targets are met
Maintain accuracy of customer data
Handle customer concerns and objections
Establishes the customers’ needs by using expertise to diagnose and resolve problems
Demonstrates high attention to detail in all customer interactions in order to ensure all requests are resolved in an effective manner
Follow best practice procedures
Takes initiative and is proactive in ensuring his/her knowledge is relevant and up to date
Ensures accuracy and overall quality of work

What to include:
Detailed/updated cv (Please include month and year employed)
Reason for leaving last employment
Current salary
Required salary