Contact Centre Consultant (Complaints & Correspondence) at Clicks Group
Clicks Group Limited · Cape Town, Western Cape
Overview
Clicks Group is hiring a Contact Centre Consultant for a fixed term role in Cape Town. You will handle customer complaints and correspondence for the Clicks Group, ensuring one contact resolution and meeting service standards. This is a great opportunity if you have two years of contact centre experience in e commerce and want to grow in a retail customer service environment.
About the role
Join Clicks Group as a Contact Centre Consultant in their Cape Town head office, working within the Marketing department. You will report to the Contact Centre Team Leader and play a key role in resolving customer enquiries and complaints through inbound calls and written correspondence.
Key duties include:
- Responding to a targeted number of telephone calls accurately and within specified timeframes to meet service standards for complaints.
- Meeting customer expectations through knowledgeable, professional and courteous service, aiming for one contact resolution.
- Proactively recommending new processes and improvements to exceed customer expectations.
- Liaising with Team Leaders and the ClubCard Manager to ensure all relevant information is communicated and escalated.
- Facilitating all customer interactions relating to complaints and queries, including calls, correspondence and tasks, using a solution based approach while adhering to correspondence SLAs to retain customers.
- Maintaining the CRT database by accurately processing information and submitting weekly reports to the Team Leader detailing the number of calls handled.
Requirements
- Grade 12 (Essential)
- Contact Centre qualification
- 2 years Contact Centre Experience in an e-commerce customer service environment (Essential)
- Knowledge of the Consumer Protection Act and Protection of Personal Information Act
- Familiarity with Contact Centre systems
- Understanding of ClubCard Strategy and Operations
- Customer Service orientation
- Conflict Resolution skills
- Excellent communications skills and telephone etiquette
- Problem solving skills
- Effective Time Management
- Competencies: Working with People, Following Instructions and Procedures, Adhering to Principles and Values, Delivering Results and Meeting Customer Expectations, Relating and Networking, Achieving Personal Work Goals and Objectives
Responsibilities
- Handle inbound calls and correspondence to resolve customer complaints and enquiries.
- Meet set service standards for call handling time and complaint resolution.
- Provide one contact resolution where possible.
- Recommend process improvements to enhance customer experience.
- Keep Team Leaders and ClubCard Manager informed and escalate issues as needed.
- Process customer interactions across calls, correspondence and tasks within SLAs.
- Maintain the CRT database accurately.
- Submit weekly reports on call handling volumes.
Job details
- Organisation
- Clicks Group Limited
- Location
- Cape Town, Western Cape
- Job type
- Contract
- Experience level
- Junior (2+ years)
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
When applying for this contact centre role at Clicks Group, highlight your experience in handling customer complaints and your ability to resolve issues in one contact. The job is fixed term, so show that you can hit the ground running and adapt quickly. In your interview, be ready to give examples of how you handled difficult customers and met service targets. Emphasise your knowledge of the Consumer Protection Act and POPIA, as these are key for the role. Make sure your CV clearly states your Grade 12 and contact centre qualification, and include any e commerce customer service experience. Good luck!
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