JD Group
Sandton, Gauteng
Contract
Job Description
Introduction
JD Group is looking for a dynamic individual to join the Customer Resolution Centre team. The individual will be required to effectively manage, resolve and escalate customer queries in all communication channels to ensure delivery of a differentiated customer experience.
Description
Current knowledge of best practices for Customer Services in a retail environment
General Understanding of CPA (Customer Protection Act)
Knowledge of JD Group policies, practices, processes and systems
Knowledge of CRM systems and practices
Social Media Proficiency
MS Proficiency
Understanding of the JD Group operating model and value chain
Express and implied ethical responsibilities
Minimum requirements
Grade 12
One-year experience in Customer Resolution Centre/Customer Service
Tertiary qualification advantageous
SKILLS
Strong written and verbal communication skills
Personal Resilience
Multi-tasking
Effective Time Management
Interpersonal Skills
Active Listening and Interpretation skills
Conflict Management
Ability to work under pressure
BEHAVIOURS
Energy and Drive
Customer Orientation
Problem Solving
Planning and Prioritising
Assertiveness
Excellence Orientation
Following Instructions and Procedures
Attention to detail
Working with People
Delivering Results and Meeting Customer Expectations