Tracker requires the services of a Customer Care Co-ordinator in the Caredesk 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.
Responsibilities:
- Ensure that telephonic/electronic requests and walk-in clients received within the Caredesk 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 priority.
- Monitor and oversee social media platforms.
- Be responsible for investigation, resolution, and reporting of all customer-related complaints, 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.
- Involvement in all financial queries, Tracker unit, application, and system-related queries and resolution received via the CareDesk.
- Attend to walk-in clients with a view of resolving queries/complaints.
- Ensure meeting of targets/deadlines as per Key Performance Agreement.
- 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 arises.
- Gather information including root cause analysis of complaints providing recommendations for Management's review.
Minimum Requirements:
- Matric with 5 years working experience in a Contact Centre.
- Experience in handling director level or escalated complaints will be advantageous.
- Minimum 6 months to 1 year experience in handling escalations and/or complaints.
- Minimum 6 months to 1 year financial system (Willow) experience.
- Must have a genuine concern for customer complaints and work with dedication towards finding solutions.
- The ability to cope with a constantly changing and pressurized environment.
- Good understanding of operational environment (Product and systems knowledge) and analytical skills.
- Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.
- Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.
- Must be self-motivated and a good team player.
- Excellent communication skills and high emotional intelligence (EQ) level.
- The ability to work in an environment where multi-skilling is required.
- Detail Oriented.
Medical Aid, Provident Fund.
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