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Tracker

Introduction

Tracker requires the services of a Co-ordinator in the Customer Experience department at Head office based in Johannesburg. We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.

Job description

RESPONSIBILITIES

·       Ensure that telephonic / electronic requests and walk-in clients received within the Customer Experience Department are handled efficiently and in line with service level agreements and standards.

·       Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a first priority.

·       Ensure meeting of targets / deadlines as per Key Performance Agreement.

·       Follow up queries and liaise with all necessary parties and departments regarding query resolution.

·       Identify concerns or trends, investigate and propose possible solutions for problems.

·       Attend to walk in clients with a view of resolving queries / complaints.

·       Accurate record keeping of statistics as per stipulated guidelines and operating procedures.

·       Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise

·       To gather information on complaints including root cause analysis as well as recommendations for Managements review.

·       Monitor and oversee social media platforms.

·       To be responsible for investigation, resolution and reporting of all customer related complaints.

Minimum requirements

SKILLS / KNOWLEDGE

·       Matric plus 5 years working experience in a Contact Centre.  

·       Experience in handling director level complaints will be advantages.

·       Minimum 1 year experience in handling escalations and/complaints.

·       Must have a genuine concern for customer complaints and work with dedication towards finding solutions

·       The ability to cope with a constant changing and pressurised environment.

·       Good understanding of operational environment (Product and systems knowledge) and analytical skills

·       Must be self-motivated and a good team player.

·       Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like HelloPeter.

·      The incumbent should have excellent communication skills and high emotional intelligence (EQ) level.

·       The ability to work in an environment where multi-skilling is required.

·       Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.

Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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