Posted on :
5 Feb, 2014
5 Feb, 2014
Cell C is a leading mobile provider in South Africa, which offers a wide range of products and services, including voice, data and messaging services to more than 11.5 million customers. In 2012, Cell C launched its 99c flat rate for both postpaid and prepaid customers, as well as for International calls to 50 destinations. Cell C’s unrivalled 99c per minute rate applies to any network, at any time of the day and is billed per second from the very first second. Cell C’s market-leading products and services are supported by its highly advanced network which now covers 97% of the population.
Purpose of the Job
To provide excellent professional services in dealing with our customers, ensuring that queries are resolved efficiently and effectively. To interact with customers to provide and process information in response to inquiries, concerns and requests about products and services within the Service Centre SLA.
Customer Service & Sales
Ensure all clients are welcomed in a professional manner
Ensure that Service Centre environment is conducive to driving sales and offering outstanding service.
Maintain and update relevant policies and procedures within the Service Centre.
Build and maintain relationships with customers.
Ensure a professional image is portrayed during all interactions with customers.
Ensure all orders, forms, applications and requests are processed without delay.
Ensure all requests and unresolved issues are directed to the designated resource without delay.
Ensure accurate management of customers’ accounts.
Ensure a detailed audit trail of all customer interactions and transactions are easily accessible.
Ensure a detailed record is maintained of all inquiries, comments and complaints and actions taken.
Ensure effective administration management.
Effectively communicate and coordinate with internal departments
Ensure prompt response to customer inquiries with attention to detail and accuracy.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Ensure customer verifications are performed continuously and any discrepancies are raised immediately to management.
Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution within the shortest timeframe. Ensure that a good level of understanding and knowledge of Cell C’s products and services are maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately.
Be willing to listen to and support colleagues and team members with professional problems, devoting time to impart expertise, infusing confidence and expressing positive expectations regarding the team’s and Service Centre’s performance.
Ensure that stock forecasts are submitted weekly as per agreed upon time frames
Manage sales order capture process daily to ensure turnaround times is adhered to as well as orders are captured accurately.
Check that daily cash up report reflects no cash variances
Ensure all transactions processed within the day are correct and are in a balanced position.
Ensure all documents are filed with 100% accuracy and can be accessed with ease and is audit compliant.
Administration and Report Generation
Submit weekly and monthly report to Walk in Customer Care Manager within agreed deadlines.
Submit any other ad-hoc reports on request
Health and Safety Compliance (non-management)
Conform and adhere to Safety, Health and Environmental legislative requirements
Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative
Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment
Attend the Safety, Health and Environmental workshops as required by management
Perform any other related duties as requested by Management
Customer Service tertiary qualification would be advantageous
Knowledge of customer service principles and practices
Knowledge of relevant computer application
Skills and Experience
3-5 years in a customer service environment, preferably in the cellular industry
Ability to supervise or lead a team
Ability to increase sales