Job Description
Main Purpose
Interact with customers to provide and process information in response to enquiries, concerns and requests about products and services.
- Deal directly with customers either by telephone or electronically
- Respond promptly to customer enquiries
- Investigate, handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle enquiries and complaints
- Develop any training modules required to prevent future complaints
- Direct requests and unresolved issues to the designated resource
- Record details of enquiries, comments and complaints
- Record details of actions taken
- Manage administration
- Communicate and co-ordinate with internal departments
- Follow up on customer interactions
- Identify gaps and improvements in client processes, including but not limited to, online processes and offline processes
- Provide support and training for the implementation of new processes
Required Qualifications
Qualification:
- Matric, general education degree or equivalent
- Knowledge of customer service principles and practices
- Knowledge of relevant computer applications
- Knowledge of administrative procedures
- Numeric, oral and written language applications
- Travel product knowledge
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Data collection and ordering
- Customer service orientation
- Adaptability
- Initiative
- Stress tolerance
Location
Western Cape
Tygervalley
Application details
Tammy Arendse/Wardah Smith
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