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Service Recovery Client Service Representative

We are currently seeking Service Recovery Client Service Representatives, for a 6/12 Months Contract, for our client in the Telecommunications sector, based in Johannesburg.

Responsibilities

Operational Planning

  • Provide input into the long-term plan (1-2 years) for the Service Recovery / Complaints function.
  • Research and consider best practice, local conditions, trends, as well as competitor activity around Touch point Surveys.
  • Contribute towards continuous improvement and innovation at policy, process, technology / procedure level for operations.
  • Provide input into identifying ways to fine-tune systems / processes / technologies in-line with changing work practices
  • Recommend ways to exploit new opportunities to grow the business further or make business more efficient.
  • Assist in identifying ways for optimal process performance for Service Recovery

 

Reporting

  • Provide process reporting and statistical analysis to management for decision making around counterpart areas that provide support functions etc.
  • Identify and prepare relevant information and data for reporting purposes.
  • Make assessments of and draw solutions from qualitative and quantitative data.
  • Make logical deductions and draw conclusions that can be motivated.
  • All complaints to be logged on the relevant platforms and/ or applications
  • Ad-hoc status reports.
  • Submit weekly, monthly, quarterly, and annual reports on Survey Ratings, escalations and turnaround times, integration with other departments, exceptions, and SLA requirements, as required.
  • Ensure operational and reporting deliverables defined are met always or escalated to Manager / Senior Management if necessary.
  • Provide continuous feedback to applicable stakeholders, to diminish risk exposure to the unit.
  • Provide standard reports on activities and performance around Service Recovery.

 

Operational Processes and Procedures

 

  • Responds telephonically and via email, appropriately and timely to complex, high risk, customer detractors including key state regulatory bodies.
  • Enters detailed case history into complaints management system throughout the investigation and resolution process including notes, copies of letters, and other documentation.
  • Work with existing processes and procedures in such a manner that operational efficiencies and performance are enhanced.
  • Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance.
  • Work consistently according to standard operating procedures.
  • Attend to detractors and needs of internal and external customers as required within set procedures.
  • Differentiate between different types of customer and apply appropriate policies and procedures.
  • Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance.
  • Ensure that workflow continues without interruption.
  • Where possible educate customer on policies, procedures and standards.
  • Assist in preventing credit risk and fraudulent activity by following procedures carefully.
  • Ensure that all administrative procedures are followed.
  • Create an environment that fosters teamwork and co-operation.
  • Communicate effectively, building and maintaining relationships across all levels.
  • Ensure consistent compliance to company policies and procedures.
  • Provide a portfolio of evidence at regular intervals of own performance.
  • Take responsibility to remove obstacles that impede delivery and performance.

 

Service Recovery CSR

 

  • Contact all detractors telephonically and via email timeously….
  • Track and respond to spikes in incidents or demand or supply on a continuous basis and act as necessary.
  • Monitor and analyse performance statistics to achieve and maintain agreed upon service levels.
  • Engage management to provide an overview of weekly and monthly performance and suggest improvements as necessary.
  • Evaluate situations and determine the best methods to reach defined outcomes.
  • Share experiences, knowledge and understanding of purpose and function of Service Recovery.
  • Gather information and research to ensure delivery of process performance results.
  • Interact with other departments to communicate trends and customer feedback to facilitate problem resolution.
  • Co-ordinate teamwork and gather people (ad-hoc teams) around understanding and achievement of objectives
  • Reports relating to Service Recovery on a daily, weekly, monthly, quarterly and annually basis.
  • Provide analysis to management on trends and risks

 

Quality Control and Improvement

 

  • Provide input into the establishment of systems and sound practices to comply with best practices, legislation or other regulations and guidelines around Complaints.
  • Understand quality/process standards of the job and the reason for these standards and communicate these reasons to others.
  • Identify Complaints processes and procedures where the quality of work may be improved.
  • Analyse situations and take necessary action to ensure quality is maintained.
  • Seek feedback from clients and other stakeholders and continuously seeks ways of improving on Complaints quality/process and customer service standards.
  • Drive positive sentiment and Brand popularity by resolving issues where the business has failed (recovery).
  • Ensure resolution of problems on first interaction as far as possible.
  • Identify processes and procedures where the quality of work may be improved.
  • Understand the consequences of not maintaining quality focus and operate appropriately.
  • Continuously improve knowledge around new technology in cellular telecommunications & best practices.
  • Optimise the opportunities presented by each customer contact to up sell or cross sell products and services.

Qualifications

  • Matric
  • Degree/Diploma in Commerce/Marketing/Call Centre
  • Minimum of 3 years experience in call centre/related fields, with experience in a specialised environment
  • Excellent Ms Excel skills

Salary: R118.80 per hour

Contract: 6 – 12 Months

If interested, please apply directly through LinkedIn, or email your CV to jobs@quest.co.za, remember to insert “Service Recovery Client Services Representative” in the email subject line, for consideration.

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