This is a new service offered on the SOCAP Web Site. If anyone would like to list employment opportunities, related to customer service, please contact Alan Parsons on This email address is being protected from spam bots, you need Javascript enabled to view it to get it listed.

Position Offered: Customer Care Consultant – Sandton

 
The Purpose:

This position ensures that consumer satisfaction and loyalty to the company’s products is maintained by responding to consumer inquiries and complaints in a timely and responsive manner.

                             
Key Accountabilities:

• Receives, reviews, independently determines how to handle and respond to non-routine, high-priority complaints and inquiries from consumers via telephone, letter and internet, modifying prewritten statements or researching a topic and developing a customized response. 

• Seeks information and expertise from Senior Mgr Consumer Affairs or from other areas of the company and or outside resources to develop new responses to new or out of the ordinary complaints or requests.

• Recognizes serious complaints and liability claims and executes established serious complaint handling procedures and documentation to process these complaints and claims. Reports to Snr Manager Consumer Affairs on the handling of Serious Complaints and Claims.

• Makes appropriate data entries in consumer response system (CRS) database for detailed tracking, documentation and reporting in all areas concerned.

• Handles product/premium liability claims where goodwill or negotiation is required or where attorney, regulatory agency or consumer advocate is involved.

• Coordinates sample collection requests for Quality Assurance.

• Performs other projects as assigned by the Snr Manager Consumer Affairs.

Position Requirements:

• Exceptional verbal and written communication skills.

• Bachelor's degree or equivalent work experience.

• 3-4 years of customer service experience at a high performance level.

• Intermediate MS Office Word, Excel and Data Entry/Keyboarding skills required.

• Strong multitasking, problem solving and teamwork skills required.

• Food Industry environment experience is considered an asset.

Core Competencies: Drive for results, focus on key priorities, customer focussed, Attention to detail, partners with others, creatively solves problems, demonstrates professional integrity, improves the team, decisive judgement, effective communication and project/vendor management.

Should you be interested in this position, please contact Bridget on 083 651 7090