Contact Centre Officers Vacancy At Clicks Group
Clicks Group has over 575 stores across Southern Africa through market-leading retail brands Clicks, Musica and The Body Shop.
Clicks Group is a leader in the healthcare market where Clicks has the largest retail pharmacy chain with over 300 in-store dispensaries, including Clicks Direct Medicine (CDM) a direct-to-patient courier pharmacy service, and United Pharmaceutical Distributors (UPD) which is South Africa’s leading full-line pharmaceutical wholesaler.
Overview
To provide the required level of customer service to Clicks Group customers, to increase customer loyalty.
Purpose and Objectives
- Respond to a targeted amount of interactions (Social Media, calls, emails, Remedyforce) in a specified time frame, thereby meeting set service standards.
- Meet Customers’ expectations by being knowledgeable, professional and courteous and thereby ensuring ‘one-contact’ resolution.
- Being the first port of call for customers in dealing with queries and thereby being an integral link between the customer and the organisation.
- Submitting weekly reports to the Team Leader detailing the number of interactions handled.
- Assist customers across all Clicks Group Brands and channels i.e. Clicks ClubCard & OMNI channel, Musica, The Body Shop, Claire’s and GNC.
- Any reasonable ad-hoc duties requested from management.
Requirements
Job Experience:
- Essential: 2 years Call Centre Experience in a customer service environment.
- Desirable: 1 years Social Media Community management experience
Education:
- Essential: Matric
- Desirable: Contact Centre/Social Media qualification
Job Knowledge
- Consumer Protection Act
- Customer Service
Job Related Skills:
- Communication Skills
- Customer Service orientation
- Above average business writing skills
- Demonstrated flair for online troubleshooting
Essential Competencies
- Following instructions and Procedures
- Relating and networking
- Delivering Results and Meeting Customer Expectations
- Planning and Organising
- Coping with Pressures and Setbacks
- Entrepreneurial and Commercial Thinking
- Working with people
- Adhering to Principles and Values
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