Customer Service Consultant – Social Media: GALXBOY – South Africa

MAIN PURPOSE OF THE JOB

Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.

JOB DESCRIPTION & RESPONSIBILITIES

Responsible for the resolution of customer queries with high professionalism

First response on social media platforms such as Facebook, Twitter, Instagram etc.

Secondary response – emails and telephonic

Understanding and ownership of customer queries and complete management of the process to resolve issues escalated

Assist and resolve incidents according to processes and procedures.

Ensure excellent customer service and effective and efficient problem-solving

Preserve and build relationships with customers and other stakeholders on behalf of the business.

Effectively follow up on emails etc. including other key commitments made to clients.

Reduce escalated incidents in line with SOPs and policy.

Provide exceptional support in writing

Submit reports including progress reports and analysis of information and statistics.

Data capture customer info, escalated incidents and the processing of the ticket data

Product knowledge in order to be able to answer all questions that may arise.

Processing orders, forms, applications, and requests

Keeping records of customer interactions, transactions, comments, and complaints

Communicating and coordinating with colleagues as necessary

Providing feedback on the efficiency of the customer service process

Ensure customer satisfaction and provide professional customer support across the board.

Reporting on customer queries and informing line manager of escalations

SKILLS AND PERSONAL ATTRIBUTES

Must have matric (higher education advantageous)

1 – 2 years of call centre experience or 1-2 years of customer service correspondence

Excellent comprehensive skills

Excellent writing, reading and typing skills

Be Social savvy

Must be familiar with help desk applications

CLOSING DATE: 08 January 2024