Customer Consultant

Job Description

• Ensure accurate data capturing and completion of documentation is done

• Check card balances, card reports and/or statements for customers

• Manage daily and weekly inventory control cards, magazines, application forms, baby bags, travel kits, promotional items, partner goody bags, free gifts and other promotional items

• Ensure Accurate Process of Transaction – TRMS – capturing and reporting

• Manage stock control and shrinkage

• Checkpoint reversals on statements

• Check the manual point’s allocation on card reports and statements, to ensure all manual allocations are given through to the Admin Manager on a daily basis

• Ensure effective internal communication (within customer service/benefits programme)

• Escalate compliments, complaints and product sourcing to Senior or Regional Customer Consultants daily

• Manage and report complaints and compliments through the customer service diary

• Ensure effective external communication (customer feedback)

• Respond to written or e-mail queries on various platforms

• Ensure Store Manager and relevant employees are kept informed of all elements regarding the benefit programme

• Adhere to excellent telephone etiquette at all times according to Dis-Chem’s SOPs

• Accurate recruitment and capturing of customers

• Coordinate and manage in-store events and promotions

• Create a central point of contact for all general queries, compliments and complaints

• Assist customers with any queries, and refer customers to the appropriate departments where applicable

• Ensure visibility of the Benefits Programme signage and/or current promotional signage regarding the Benefits Programme displayed at the customer service help desk or till points

• Be visible on the store floor when a second Customer Consultant can relieve you at the Customer Consultant department

• Provide relevant benefit programme training to all departments, and ensure implementation of training

• Adhere to Dis-Chem policies and procedures, SOPs and health and safety rules and regulations

Competencies

Essential

• Administration of customer relations

• Strong command of the English and Afrikaans languages

• Exceptional communication and active listening skills

• Problem-solving skills

• Sound analytical skills

• Patience

• Honest and trustworthy

• Time management

• Ability to lead by example

Advantageous

• Relevant administration course

• Knowledge of the POPI and Consumer Protection Act

• Third additional language

Special conditions of employment

• Willing and able to work retail hours

• Valid driver’s license and own reliable transport for travel to meetings and training

• South African citizen

• Clear credit and criminal records

Remuneration and benefits

• Market-related salary

• Medical aid

• Provident fund

• Staff account