Customer Service Advocate - Johannesburg, South Africa - Core Group

Core Group
Core Group
Verified Company
Johannesburg, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

ABOUT THE COMPANY:


The Core Group is a group of companies that represent the world's leading personal technology products and services in Sub-Saharan Africa.

We believe in bringing products and services to people that'll empower, enable, inspire and grow - achieved through supply chain management, marketing management, channel management, enterprise sales and media relations.

The main businesses that make up the Core Group
:
iStore, Nintendo, DJI, Fitbit, Xiaomi


As a market leader in the consumer electronics distribution space, we strategically align our services and values with our global partners - some of the most valued and loved brands in the world - to ensure that we deliver world-class solutions to both the retail and enterprise industry we service across the African continent.


ABOUT THE ROLE:


Responsibilities:


Customer Service:


  • Ensure that all customers, both internal and external, needs and expectations are met.
  • To be friendly and courteous with customers so as to resolve any issues prior to a complaint or formal escalation taking place.
  • Taking inbound calls from customers regarding repairs.
  • Ensure all quoted customers are telephonically contacted on the day of quote and daily followup of quoted customers with an explanation of what has been quoted on.
  • Managing Awaiting spares customers communication with updated ETA's.

Administration:


  • Ensure that Filemaker and salesforce is accurately updated with all customer interactions
  • Ensure that quotes are checked for accuracy prior to confirming acceptance
  • Ensure that actions pertaining to customer advocacy team generated on priority list is actioned daily and do not fall out of SLA
  • Ensure that repairs are updated to the correct status based on customer feedback

Communication:


  • Ensure that correct service communication is conveyed to customer for understanding.
  • Ensure that outbound customer communication is prioritised as telephonic over written to make communication with customer more of a personal interaction. Telephonic communication should be followed through with written communication.
  • Ensure that customer requests for call backs are actioned as priority.
  • Ensure that technicians are effectively and accurately communicated with regarding customer interactions and feedback.
  • Proactively highlighting any potential issues to the Customer Service Supervisor

Policies and Procedures:


  • Ensure full understanding and up to date with Principle service programs and service strategies to ensure correct communication is conveyed to customer
  • Ensure full understanding of internal processes for effective communication to both internal and external customers

Educational Requirements:


  • Matric
  • Tertiary qualification advantageous

Experience Required:


  • 3 years experience in similar role
  • Proven track record in customer service

Key Competencies Required:


  • Excellent interpersonal skills
  • Effective listening and verbal skills
  • Effective written communication skills
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