Contact Centre Officers Vacancy At Clicks Group

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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