CSO Group

About CSO Group

We are currently recruiting for a Customer Service Specialist (VOC) in our Midrand branch in Gauteng. This role will be part of the Call centre team, dealing directly with our high net-worth customers. The person best suited for this position is an individual who will go the extra mile in engaging with our customers and ensuring a seamless Customer Journey. Quality complaints management to find resolution for clients who raise any expression of dissatisfaction with product and services. Manage complaints end-to-end, by prioritising according to the agreed criteria. Daily, weekly and monthly reporting - must be able to compile and prepare reports to meet regulatory and business requirements Ensure that complaints are acknowledged and resolved within the expected turnaround times * Must conduct root cause and complaint trend analysis to identify shortfalls in customer experience procedures and process Must understand TCF and know how to practice and apply these principles during the complaints resolution process Quality communication, i.e. written and telephonic correspondence to internal and external stakeholders * Prepare formal responses to complainants and to the Ombudsman offices on behalf of business ensuring that responses are within SLA’s and internal process requirement Identify Opportunities for Process improvement. KEY RESPONSIBILITIES What will your main duties be?  Assist with client requests and inquiries  Engage with our customers to ensure a seamless Customer Journey  Client Communication (quotes, job status updates etc)  To be the first point of contact for all customer related issues.  To liaise with the client on a weekly basis and report on the level of customer complaint resolutions  To assist in maintaining customer service levels by delivering quality solutions to customer queries.  Accurately logging all calls with detailed information on customer business system.  Applying customer service/care principles to all calls  Represent the customer to the rest of the business – Customer Advocate  Effective communication both oral and written  Ensure escalations processes are maintained  Be proactive with own development using available learning resources on a daily basis.  Aim to resolve all matters within the first call (first call resolution)  Retain ownership of and manage customer queries with turnaround time  Capturing information according to set data standards QUALIFICATIONS AND EXPERIENCE What background do you need in order to apply?  Matric (Grade 12)  Tertiary qualification is an advantage.  Computer Literate (Emails, Excel etc)  Administrative experience  A minimum of 3 years’ experience in a Customer service role  Experience in the Technology / Cellular space is advantageous COMPETENCIES What skills should you posses to make the most success of this position?  High level of Optimism  Excellent Communication skills  Customer Service focused  Solution driven  Attentive to detail  Time-management & Prioritisation skills  Emotionally Intelligent  Conflict handling  Ability to work under pressure  Stress management skills  Teamwork  Willingness to learn and grow  Compliance to procedures CSO GROUP is passionate about people! Not only our customers, but our staff too. It is very important that you buy into our Culture and our value system. This position involves working shifts/retail hours (weekends included). If you feel you are the best candidate for this position, please send us your CV on this portal Application closing Date: 24 February 2020 Education:  High School (matric) (Required) Location:  Midrand, Gauteng Job Type: Contract Experience: call center: 3 years (Required) Cold calling: 3 years (Required)

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