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Customer Care Consultant
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General Details
Description
Role Purpose:
The VodaPay Customer Care Close Loop Consultant is responsible for recovering poor service experiences for
Vodapay customers that rate Vodapay service surveys on the App, Tobi and also live chat.
These consultants will be responsible for initiating contact with all Vodapay TNPS detractors, passives and not
limited to these, by contacting them to recover the service experience and resolve their query, where a query
cannot be resolved immediately on the close loop call it will be logged to the respective area of resolution and the
Close Loop Consultant will case manage the query until resolved.
Knowledge & Education:
Matric:
Preferred Subjects:
Maths/Maths Literacy
Accounting
Business Studies
Knowledge of telecoms / Technology /Digital industry desirable
Numeracy
Experience:
Min 6 months call centre experience
Previous Call Centre, Retail, customer facing experience highly recommended
General understanding of complex billing and payment concepts, credits and rebates and re billing
calculations
Skills & Competencies:
Ability to multi-task between digital and frontline communication channels (chat, inbound and outbound)
Multi-Screen Navigation
Oral and Written Communication
Business writing chat skill required
Customer Service Orientation
Attention to Detail (Generic)
Problem Solving
Adaptability
Resilience
Be able to apply effective listening, questioning & probing skills to develop and comprehensively
understand the customer’s requirements
Identify areas that impact customer experience and provide insight to internal and Vodacom Improvement
teams to drive Improvement opportunities.
Language:
English proficient
Clear well-articulated
Working Hours: (subject to change based on operational requirements)
Monday – Friday ( 08:00- 17:00) (subject to change based on operational requirements
https://www.ditto.jobs/job/gumtree/1076293714?source=gumtree
Id Subtitle 1214706345
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END-USER SUPPORT CONSULTANT
Introduction
An innovative and forward-thinking educational technology company located in Stellenbosch is seeking an End-User Support Consultant with 1 – 3 years’ experience in a technical support role to join their team.
Job Purpose
To provide end user support for clients using the communication application by providing swift feedback on problems experienced. This support is either telephonic or on an online platform.
Requirements
Minimum education (essential)
Matric
Minimum education (desirable)
Certificate, Course or Diploma in a technical support related field
Minimum applicable experience (years)
1 - 3 years
Required nature of experience
Experience working in a Call Centre, with the aim of providing technical support to clientsCustomer Relations / Client EngagementTelephonic and Virtual SupportInstallation of apps
Skills and Knowledge (essential)
MS PackagesExcellent written and verbal communication skills
Skills and Knowledge (desirable)
Google for BusinessMobile PlatformsBasic technical support skillsZOHO (ZOHO Desk, ZOHO Sales IQ)d6 Communication / d6 Connect
Other
English and Afrikaans
Key Performance Areas, Weights and Objectives
Administration 7%
Act as the first line of support for calls.Act as backup client support as and when required.Correctly allocate queries as and when required.
Support Manual Maintenance 3%
Create and maintain d6 support user manuals.
End-User Support 90%
Solve problems for end-users to get the communication products working on their devices as effective and efficient as possible reducing the time spent with each query. (40%)Respond to Connect support queries sent via Online chat functionality. (40%)Respond to Play Store and App Store reviews. (5%)Follow all required processes on the ticketing system. (10%)Escalate queries with discretion. (5%)
Remuneration
Market related
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Our clients based in Observatory at Black River Park is seeking to employ a Customer Care Consultant on a Contractual basis.
Role Description:
The Customer Care Consultant plays a crucial role in ensuring the seamless and effective handling of all logistics-related customer escalations, working closely with the logistics team to provide world-class customer service.
Responsibilities and Duties:
Collaborate with the logistics team to address and resolve customer escalations, ensuring compliance with company policies and procedures.Proactively identify and contact customers facing logistic issues, which may include delayed orders, missing orders, incorrect orders, or orders marked as delivered but not received.Handle and rectify customer complaints, aiming for a swift resolution to enhance the service experience.Furnish customers with accurate product and service information.Highlight and report any operational or service challenges to the relevant line
Requirements:
At least 1-year customer service experience, with a preference for those in the ecommerce industry.Matric essentialClear Criminal RecordAbility to quickly grasp new information; while training is provided, the role demands swift adaptation to the ever-evolving industry.Proactive, with a knack for suggesting improvements and streamlining the delivery experience.Strong problem-solving capabilities.Articulate communication skills.Proficiency in computer applications.Team-oriented, with an ability to forge strong relations with colleagues.Effective multi-tasking skills.Flexibility in terms of shift availability.Fluent in English; proficiency in a second language is advantageous.
If you meet the requirement please feel to apply.
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Our client is urgently looking for Customer Service candidates – Montague Gardens (Northern Suburbs) (Cape Town)
Key duties and responsibilities:
Respond to customer inquiries and provide accurate and helpful information through various communication channels, including phone, email, chat, and social media
Identify and assess customers needs to achieve satisfaction, and proactively provide appropriate solutions or alternatives
Handle customer complaints or concerns with empathy, patience, and professionalism, striving to resolve issues to the customers satisfaction
Maintain a high level of product knowledge to effectively address customer questions and concerns
Escalate unresolved issues or complaints to the appropriate personnel or department for further investigation and resolution
Collaborate in the development and enhancement of customer service procedures, policies, and standards, with the aim of contributing to the achievement of key performance indicators (KPIs)
Skills, attributes, experience and education:
At least 2 to 3 years customer service experience
Customer-centric attitude
Strong communication skills as well as excellent English written skills
Problem-solving ability and conflict handling skills
Good time management skills, showing the ability to manage self and prioritise tasks
Assertiveness in handling customer queries
Ability to handle pressure
Grade 12 Certificate
Computer Skills - MS Office
Knowledge of e-commerce and online shopping
Understanding of retail is advantageous
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We are setting up a new team for the Group Delivery Back Office team in South Africa to help out with the scheduling of different Resources, e.g. IT Consultants, Project Managers, Engineers for our customers.
Responsibilities
Gather information through relevant business systems/tools
Advise and provide support to customers to satisfactorily resolve queriesUnderstand the nature and urgency of resource, what exactly the customer requires and schedule them accordinglyProvide good customer service to ensure that requests for information are provided to avoid customer escalationsScheduling services / organize resources to the partners to meet SLA’sPrioritise your own workload to ensure that deadlines and customer requirements are met
Qualifications, Experience & Skills
Fluency in English and German
Good working knowledge of Microsoft Applications (any experience with ticketing tool could be an advantage)The ability to plan and organise your own, and others’, workloadProven experience of high standards of customer serviceGood administrative experienceThe ability to ensure accuracy of data, provide data for reporting and processing of informationExcellent interpersonal, literacy skills, adaptivity and ability to build relationships at all levels
Further Requirements and information
Salary is based on level of skills, experience, qualifications etcWill be located in SA, but report into a German ManagerNeeds to reside within Cape TownValid matric certificateIf a foreign national, the following documents need to be presented with the application upfront:SAQA evaluated matric certificate and,A valid passport and working permit ora valid Asylum Seeker Certificate ora valid Refugee Certificate ora valid Non-SA citizen ID with a Permanent Residence Certificate orForeigners with SA life partners need a spousal visa and endorsement
Offer
As a future member of family, you will have the opportunity to:
Use and improve your language knowledgeParticipate in trainings and talent programmesGo through a professional and personal developmentWork in a fun and diverse atmosphere
Please Note: For this role, you may require access to sensitive customer financial information.
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Who we are: An award-winning PR, Talent and Influencer Marketing company in the entertainment sector with offices in Cape Town and Los Angeles. Work with high-profile artists and celebrities including supermodels, stars of the big and small screens, musicians and sports people from around the world.
Who we are looking for: An Account Manager with strong experience in the PR/Advertising industry with at least five years’ experience in the Communications/Advertising industry and a good network of contacts. Project management, Reporting and Analytics will be a critical part of this role, alongside managing inter-agency relationships. The candidate must be based in Cape Town.
What you will do:
Client relations: ongoing working relationship with brand manager/marketing manager and inter-agency partners to ensure execution of requirements on brand strategy and communicationsHave the ability to manage multiple stakeholders, both internal and externalMedia planning: overseeing and managing the implementation of a PR calendar according to brand strategyInfluencer marketing: Create, manage, and implement influencer content calendar/s according to brand strategyIdentify, recruit, and establish relationships with influencers relevant to our clients brands and campaignsScouting and casting new influencer talent across various African marketsMaintain ongoing communication with influencers, fostering trust and collaborationNegotiate terms, fees and deliverables with influencers to secure partnershipsDraft and execute influencer contracts and agreementsCoordinate campaign logistics, including content creation, posting schedules and product shipmentsEnsure that influencers adhere to campaign guidelines and deliver content as per the agreementReview influencer-generated content for brand alignment, quality, and compliance with guidelinesResearch and Reports: compiling reports applicable to industry trends, analyse campaign performance metrics, including engagement, reach and ROI
What you must have:
Previous experience in a similar account management and brand communications roleAt least five years solid experience with traditional external PRA proven track record designing and implementing PR/content distribution (Influencer) campaignsA keen interest in entertainment and culture, especially from an African perspectiveKnowledge of the South African media landscapeExperience generating contentA proven track record of driving resultsOrganised and methodicalAn eye for detail and an ability to see the big pictureAbility to juggle multiple projects, prioritise, meet deadlines and communicate effectively
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Responsible for the development and implementation of EIMSenvironmental and social management system (ESMS) and ESG andHealth and Safety Policies and Procedures.Provide technical expertise on key issues related to environmental and social impact assessment and on sustainability risks in the design, preparation, implementation and supervision of projects in the portfolio taking into consideration best industry practices and standards.Manage and conduct environmental and social safeguarding due diligence across the portfolio and new projects as they arise.Identify all key potential social and environmental impacts and risks and ensure that their magnitude and significance are well understood and appropriately mitigated.Ensure that the whole management team understands the applicable ESG policies, guidelines and project-specific requirements, and has the necessary commitment and capacity to manage social and environmental impacts and/or risks ? Conduct consultations with stakeholders in accordance with relevant policies and guidelines and be responsible for reporting on such.Report on and disseminate good practices and generated knowledge.Assisting with ESG due diligence to assess compliance with UNPRI, Equator Principles, IFC Performance Standards, IFC EHS and Sector Guidelines, ILO and other relevant standards for potential new projects and acquisitions.Supporting the team unlocking positive ESG impacts.Reviewing the ESG aspects of projectsAssisting specialists with project implementation and contractual compliance in respect to the ESG obligations.Site visits to the various project locations.Preparation of investor reports and responses to ad-hoc investor/shareholder ESG queries.ESG data management and analysis .Training of the companys team members and oth...
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