Customer Service Consultant

  • Full Time
  • Bellville, Cape Town, South Africa

PLP Group


Customer Service Consultant: Bellville, Cape Town

To provide information and services to clients that call into the contact centre with all queries related to Sanlam Trust

Duties & Responsibilities

  •         Answer incoming calls within prescribed time frame
  •         Handle all enquiries professionally and as efficiently as possible
  •         Extract and capture accurate information from the caller
  •         Log all calls as prescribed by company policies and procedures
  •         Utilise the system correctly and accurately
  •         Work well as part of a team
  •         Promote the reputation of both company and the relevant client on each and every call
  •         Respond to email enquiries timeously and effectively
  •         Project a friendly, pleasant demeanor both internally and externally
  •         Source requests as prescribed by company policies and procedures
  •         Ensure that the correct suppliers are utilised per request
  •         Negotiating deals on behalf of the client
  •         Providing the client with their information within the 24 hour time frame
  •         Capture the correct responses as prompted on the system
  •         Capture and escalate any complaints received immediately
  •         Ensure that any compliments received are communicated to the relevant agent and team manager.
  •         Ad hoc duties as and when required.


Technical Knowledge:

  • Fully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)
  • Strong general and product knowledge
  • Excellent knowledge and usage of the internet
  • Sound product knowledge


Professional Knowledge:

  • Exceptional business and people skills
  • Strong team abilities
  • The highest level of client and business confidentiality at all times
  • Ability to ensure that you strictly maintain the standards, disciplines and procedures of the company


Soft Skills/Behaviours:

  • Very strong communication skills
  • Innovative thinking and ability to follow process
  • Dynamic and enthusiastic
  • Strong innovative thinking
  • Ability to make decisions
  • Competent time management skills
  • Professional attitude and capability and personal initiative
  • Attention to detail
  • Ability to work under pressure
  • Strong Team abilities
  • Time management
  • Well organised and results focused
  • Ability to create a professional office environment
  • Transparency and honesty
  • Strong assertive skills

Desired Experience & Qualification

  • Matric
  • English + Additional African Language
  • Customer service experience/ background knowledge
  • Computer Literate: Knowledge of Excel, Word and Outlook

Package & Remuneration

Market related

Tagged as: PNet, Sales & Purchasing