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Reference : QR3420
Job Title : Senior Customer Experience Consultant
Sector Title : Marketing & Branding
Area : Johannesburg

Responsible for complaint handling and management against specific SLAs Responsible for responding resolving all customer internal and external queries/complaints received or proactively contact customers to conduct defined primary or secondary campaigns
Ensuring delivery of the defined Contact Centre type objectives by handling customer related activities to meet the required service delivery targets and to ensure all customers receive prompt friendly and correct service in accordance with their needs and aligned to the quality monitoring criteria defined
Ensure that a customer focused high performance high commitment environment is maintained within the operation and to provide customer input and feedback into reports for other areas of the business

Key Performance Areas
Process Adherence
Achieve 100 percent Schedule adherence by adhering the scheduled start times breaks lunches meetings coaching and training sessions
Average Contact Handling Time to be within agreed departmental range Talk Time and After Call Work in accordance with query types
Classify all customer contacts using the appropriate system
Escalate customer queries that need to be supported or escalated to the Team Leader
To handle customer contacts aligned to company policies procedures and customer contact processes per customer in accordance with the allocated workgroup
To follow the escalation procedures as defined in the customer contact handling quality monitoring criteria
To request Supervisor assistance for queries that are not defined
Achieve 80 percent quality monitoring score for the month for 4 contacts monitored per month

Performance Monitoring
Provide independent and honest feedback in staff satisfaction surveys
Provide input and positive suggestions to improve the current service delivery being provided
Identify continuous improvement opportunities and feedback to business

Closing the Loop Feedback
To complete daily performance feedback reports providing details for non adherence to schedules and overall performance results achieved
To complete the quality monitoring action plan feedback section for each quality monitoring form submitted from the Supervisor
To complete the coaching feedback report including action plan to address the performance gaps or to improve overall performance levels
To provide status reports on involvement for allocated projects

Identify business risks and escalate to management
Real time monitoring of workload

Handling Customer Queries
Answers customer inquiries by clarifying desired information researching locating and providing information
Resolves problems by clarifying issues researching and exploring answers and alternative solutions implementing solutions escalating unresolved problems
Fulfills requests by clarifying desired information completing transactions forwarding requests
Sells additional services by recognizing opportunities to up sell accounts explaining new features
Maintains the customer database by entering information accurately
Keeps equipment operational by following established procedures reporting malfunctions

2 to 3 years customer service experience
Preferably Involved in start projects
Must have matric
Preferable NQF level 4/ 5
Experience working on a CRM tool
Experience with a telephony system
Read and work with process flows
MS Office

Knowledge and Skills
Analytical skills
Negotiating skills
Strong Organization skills
Strong planning skills
Excellent business written and communication skills
Good organizational skills
Ability to work both independently as well as within a team
Ability to sell business solutions
Ability to build trust and customer loyalty

Salary Market related

Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful


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