Customer Service Advocate
Overview
Join Core Group and help us deliver exceptional service experiences to our customers. We are looking for a confident, customer-focused and highly communicative Customer Service Advocate to join our Service Centre team. This role is ideal for someone who genuinely enjoys engaging with customers, solving problems and taking ownership of customer queries from start to finish.
Requirements
- Matric is essential.
- A relevant tertiary qualification would be advantageous.
- Minimum 3 years' experience in a similar customer service role.
- Proven track record of delivering strong customer service.
- Excellent interpersonal skills.
- Strong listening and verbal communication skills.
- Excellent written communication skills.
- Experience using Zendesk and FileMaker, or similar CRM/ticketing systems, would be advantageous.
Responsibilities
- Handle inbound customer calls relating to repairs and service queries.
- Respond to customer emails and Zendesk cases promptly and professionally.
- Proactively contact customers regarding repair quotations and explain the quotation clearly.
- Follow up with customers regarding outstanding quotations and required decisions.
- Keep customers updated when repairs are awaiting parts, including providing updated expected timelines.
- Manage customer callback requests as a priority.
- Provide customers with clear and easy-to-understand information regarding their repair or service query.
- Prioritise telephonic customer engagement where appropriate and follow up conversations with written confirmation.
- Proactively identify possible customer complaints or escalations and work to resolve them before they escalate.
- Respond to formal customer complaints in line with company processes.
- Monitor customer feedback and highlight recurring customer concerns to the Customer Service Supervisor.
- Communicate effectively with technicians regarding customer queries, feedback and repair requirements.
- Escalate potential service issues to the Customer Service Supervisor when required.
How to apply
Verify before you apply
SpanSam summarises opportunities for easier discovery. Always confirm the closing date, eligibility requirements and submission instructions on the original source before sending personal information or documents.
About this listing: SpanSam is an opportunity discovery service and is not the hiring employer unless explicitly stated. Application decisions and source-listing changes are controlled by the employer or institution.