Job Description

Clicks Group Careers – Contact Centre Consultant

Contact Centre Consultant

Company: Clicks Group Careers

About the Role

The Contact Centre Consultant provides professional customer service within the Marketing department, resolving enquiries and complaints through multiple communication channels. The role reports to the Contact Centre Team Leader and ensures high standards of customer satisfaction.

Duties & Responsibilities

Key Objectives:

• Respond to a targeted number of inbound calls and correspondence within specified timeframes, meeting service standards for complaints resolution.
• Deliver knowledgeable, professional, and courteous service to achieve ‘one-contact’ resolution for customer complaints.
• Recommend process improvements to enhance customer experience and exceed expectations.
• Liaise with Team Leaders and the ClubCard Manager to communicate and escalate relevant information effectively.
• Handle all customer interactions, including calls, correspondence, and tasks, with a solution-focused approach while adhering to SLA requirements.
• Maintain the CRT database by accurately processing information and submitting weekly reports detailing call volumes and outcomes.

Qualifications & Experience

• Grade 12 (essential)
• Contact Centre qualification
• Minimum 2 years’ experience in an e-commerce contact centre environment

Job Knowledge

• Consumer Protection Act
• Protection of Personal Information Act (POPIA)
• Contact Centre systems
• ClubCard strategy and operations

Skills

• Strong customer service orientation
• Conflict resolution
• Excellent communication and telephone etiquette
• Problem-solving ability
• Effective time management

Competencies

• Working with people
• Following instructions and procedures
• Adhering to principles and values
• Delivering results and meeting customer expectations
• Relating and networking
• Achieving personal work goals and objectives

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