Contact Centre Consultant FTC (OMNI)

To provide the required level of customer service to Clicks Group customers, to increase customer loyalty and elevate the Group’s reputation, thereby ensuring an increase in sales both online and in-store.

Job Description:

• Assist with managing the various queues within the Freshdesk environment, including but not limited to Online Shopping, Social Media and Email Correspondence.
• Resolving customer queries and complaints via various channels, including but not limited to Inbound & Outbound Calls, Emails, Social Media, Online Chat and Email Correspondence.
• Meet customers' expectations by being knowledgeable, professional and courteous at all times and throughensuring ‘first contact’ resolution. In addition, to respond to customers within SLA.
• Assist with managing various mailboxes within the Clicks Group Customer Service Environment.
• Submit weekly reports to the Team Leader detailing the number of interactions ha...