Our client, a leading Retailer, requires the services of a Customer Relationship Officer to provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services in a professional manner. The Customer Relationship Officer will also be responsible for promoting a positive image of the company through telephonic and written interaction.

The key performance areas:

Customer Support:

? Provide telephonic customer support and respond to emails
? Address telephonic complaints and general queries in a professional manner and in line with set standards
? Adhere to sound written communication principles
? Maintain customer service standards and promote a positive image of the Company
? Escalate complaints/enquiries/information to relevant operational level
? Ensure complaints/questions are answered/resolved in a reasonable time-frame
? Follow-up on customer enquiries and complaints, if applicable Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards

Mobile and web product user support:

? Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly Follow-up on customer complaints.

Administration:

? Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
? Ensure all captured information is accurate and complete
? Report incidents according to set guidelines
? Maintain quality control principles and recommend process improvements

Customer Service:

? Meet client expectations and maintain quality customer service principles
? Address customer complaints and provide necessary feedback Adhere to professional telephone etiquette and principles
? Maintain confidentiality

The successful candidate must have:

? Must have Matric
? 3 years’ experience in a consumer complaint resolution environment
? 3 years’ experience in an Inbound and outbound call centre
? Retail complaints experience would be advantageous
? 3 years knowledge of world-class customer service principles
? Excellent verbal and written communication skills – excellent telephone etiquette
? Excellent reasoning ability
? Team player, able to relate and network well with people
? Able to work without supervision
? Able to work and cope well under pressure and handle setbacks
? Results driven and able to meet customer expectations
? A highly pro-active individual
? Willing to work public holidays and weekends

Please note that only short listed candidates will be contacted.