Officer: Customer Service

City Property Administration - Pretoria, Gauteng

Closing date yi 21 ka January 2022

Customer Service Full-Time Company Facebook Schedule

Purpose

  • The Customer Experience Department in Pretoria has a position for an Officer: Customer Service.
  • If you believe you meet the requirements for this position, then please send through your CV.
  • The purpose of the role is to improve the quality of the service provided to our customers, by monitoring this against the agreed service standards to improve efficiency of staff dealing with customers.

Requirements

  • Post school qualification in administration preferred.
  • Matric qualification required.
  • 3-5 years’ experience in customer service required.

Skills & Competencies

  • MS Office Skills required: MS Word – Basic; MS Excel – Basic; MS Outlook – Basic.
  • Good data entry and typing skills required.
  • Proficiency in English language required.
  • Intermediate knowledge of MDA preferred.
  • Advanced knowledge in Freshdesk preferred.
  • Knowledge of City Property business processes is preferred.
  • Knowledge of customer service principles and practices preferred.
  • Knowledge of call center telephony and technology preferred.
  • Knowledge of administration processes preferred.
  • Problem solving – find solutions when emotions are involved.
  • Stress tolerance – coping with stressful situation.
  • Interpersonal relationships – building mutually satisfying relationships.
  • Empathy – understanding & appreciating how others feel.
  • Assertiveness – communicating feelings and beliefs; being non-offensive.
  • Persuasion – negotiating, selling, influencing, and attempting to persuade people or trying to change the point of view of others.
  • Multitasking – dealing with several activities at a time, enjoy being given new tasks before they have finished another.
  • Teamwork – cooperation with others, good-natured attitude and encouraging people.
  • Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
  • Rule following – adhere to rules and strictly follow work regulations.
  • Attention to detail – focus on details, strive for perfection and be well organized.

Responsibilities

  • Continuously improving customer service delivery to meet the agreed-on Key Performance Indicators, to maximize performance.
  • Ensure that service delivery is continuously improved in ways that meet the needs of the customer.
  • Support and provide superior service in person, telephonically and on all other communication channels, as both receiver and responder.
  • Knowledge of the business to assist tenant or prospective tenant with enquiry submitted, via any of the communication channels, with correct information.
  • Deal with irate customers professionally and calmly.
  • Accept and case manage, on behalf of all staff, difficult customer situations that have been escalated, to ensure that the customers experience is positive.
  • Liaising with managers of service departments to act as an intermediary for customers as and when required.
  • Assisting Digital Marketing Specialist with monitoring of social media channels to respond to and submit enquiries and complaints via the CRM to the relevant departments.
  • Ensure that bulk communication is actioned when required, this includes sending of bulk SMS messages to tenants and staff during and after hours.
  • Manage and assist in resolving escalated cases where customers negatively respond to post call surveys and update notes on MDA and the CRM with new information for these cases.
  • Ensure clear communication between Departments and the customers to increase customer satisfaction.
  • Work with the marketing team on promotions and activations relating to customer service initiatives.

Additional Information

  • Mostly Office Based.
  • Limited travelling will be required.