Global Logistics Internet Customer Care / Call Centre Jobs in Cape Town
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Full Job Description - Read Carefully
Essential duties and responsibilities include but are not limited to the following:
- Assisting clients using live chat, email and telephone calls in Spanish & English
- Working on various in-house software systems
- Identifying and solving client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution
- Assessing the registered client data and accurately act on such
- Endeavouring to locate and apply long-term solutions to all queries brought forward
- Register client data and maintain an accurate client log
- Escalating relevant queries through the correct channels
- Keeping up-to-date with interdepartmental issues or updates affecting the client base
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- Providing constructive feedback on the customer service process
- Contributing to the team effort by reaching qualitative and quantitative results as needed
- Inbound support: LiveChat; Email; Call Me Back
- Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls
- Weekly performance and service level reporting to Line Manager
- Ensuring team standards are met by achieving quality SLAs
- Escalating issues through the relevant channels
- Abiding to processes, procedures and priorities as described
- Allocating inbound support queries to correct departments or consultants for resolution
- Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels
- Customer Relationship Management – Spanish & English
- Working Saturday shifts on a rotational basis
- Evaluating processes and procedures to improve operation and efficiency in the department
Skills and Qualifications
- Matric Certificate
- Fluent in Spanish & English
- 2+ years Customer Service experience
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- Creativity
- Patience
- Strong communication
- Problem solving skills
- Persuasiveness
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✅ Customer Service Manager: Key & Core Accounts - SANRAL