Query Handling<\/p>\n
\tHandle a range of customer queries and\/or complaints via various communication channels (e.g. inbound \/ outbound voice, email, WhatsApp,\u00a0Facebook ,HelloPeter,\u00a0etc.)
\n\tInterpret and resolve queries by providing accurate account, product and \/ or service related information aligned to the Standard Operating Procedures
\n\tAccess various systems as required to resolve queries and \/ or complaints and accurately update information
\n\tEscalate relevant queries to stakeholders to ensure resolution
\n\tCapture the correct dispositions based on the nature of the query and \/ or complaint
\n\tAction and resolve queries relating to store maintenance and staff card
\n\tPerform staff card reconciliation functions and attend to associated queries
\n\tProvide a professional customer experience and satisfaction at all times<\/p>\n
Service Level<\/p>\n
\tResolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
\n\tPromptly escalate potential crisis situations to Management
\n\tAction all queries in an efficient, professional and timeous manner that will ensure a positive customer experience<\/p>\n
Quality Assurance\u00a0<\/p>\n
\tEnsure outputs are aligned to departmental Quality Assurance standards and targets
\n\tAdhere to Standard Operating Procedure and departmental templates where relevant<\/p>\n
Adherence<\/p>\n
\tAdhere to workforce schedule i.e. start and end time, lunch and body breaks
\n\tAdhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
\n\tPerform any ad hoc tasks as and when required<\/p>\n
Requirements<\/p>\n
Experience<\/p>\n
\tMust have 2 years\u2019 contact centre experience, of which 1 year must be in a multi-media, escalations or similar role<\/p>\n
Qualification\u00a0<\/p>\n
\tGrade 12 or NQF Level 4
\n\tTertiary level education in Communications, Marketing, or Business Management would be advantageous<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
tenacity.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/tenacity.mcidirecthire.com","_company_name":"Tenacity Financial Services","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Since April 2007, Tenacity Financial Services has been one of the supporting services for the Pepkor Group, providing private label credit cards to retailers within the group. Our credit programmes are highly regarded for their simple pricing structures, quick time to market, and ongoing professi... read moreonal support. We currently operate in South Africa, Namibia, Eswatini, and Botswana, running credit programmes for Refinery, Pep, Ackermans, Shoe City, Dunns, and Tekkie Town.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-14327","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/14327","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=14327"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=14327"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=14327"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}