Contact Centre Consultant

Achievement Awards Group is looking for enthusiastic contact centre consultants to contribute to our overall service delivery objectives, by providing an exceptional, efficient and friendly response to client/participant queries. You will report to the relevant contact centre team leader.

Qualification/experience:

• Matric
• A tertiary education (preferably a degree or diploma), or in the process of completing a tertiary education
• Minimum one year of call centre experience
• Strong customer service skills; ability to create rapport with customers
• Ability to navigate multiple computer systems and platforms

As a contact centre consultant, you will have:

• Excellent organisational, multi-tasking and time management skills
• Ability to learn and memorise a good amount of information
• Excellent written and verbal communication skills in English
• A proven ability to see problems through to their resolution
• An excellent history of attendance and adherence to work schedules
• Knowledge of MS Outlook, MS Word, MS Excel

Responsibilities:

• Demonstrate timely, accurate, friendly and professional Customer Service (CS)
• Meet or exceed quality and productivity goals assigned by management
• Demonstrate clear written and oral communication
• Demonstrate an appropriate sense of urgency when resolving customer issues
• Demonstrate knowledge and use of departmental resources, policies and procedures
• Effectively use available tools in order to provide an accurate response and an exceptional customer experience
• Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management
• Consistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providers
• Exceed customer expectations by going above and beyond
• All other duties as assigned

Competencies:

• Passionate about customer service
• Exceptional attention to detail
• Driven, dynamic and able to take the initiative
• Ability to think outside the box
• Both customer and quality-focused

Posted on 08 Feb 10:49