Customer Service Consultant

First Teir / Level Customer Support

• Receive Telephonic or Digital (Email, social media, Chatbot, WhatsApp) queries and enquiries from customer
• Assess Queries received and provide Product and Service support to customers.
• Log queries received in a manner that allows the business to analysis and categories reasons for queries or complaints and implement service delivery improvement.
• During interactions transfer product and business value proposition know to customers that allows them to realise the potential and benefits of the products and services the business provides.
• Diagnoses the customers service situation and provide a First Call Resolution consistent with the business, product and / or service delivery processes, standards, and Terms.

Escalation handling and resolution

• Identify solutions and implement resolutions for escalated issues, working with relevant internal t...