Introduction
Intercape is looking for a Customer Relations Consultant to join their team of professionals.
Duties & Responsibilities
KEY PERFORMANCE AREA 1: Complaints (Agent, Office Complaints, Complaint on the road issues, excess luggage, parcel complaints)
- Logging of complaint on the CRD system.
- When finalising a Complaint and further action is required reclassify to the necessary Departments.
- Reclassified complaints are monitored until it is finalized.
- Customer’s perceptions of problems are accurately identified, checked and acknowledged in all communications.
- Information given in response to customer’s requests meets their needs in terms of accuracy, relevance, promptness and completeness.
- Customers are promptly told of products and services that meet their identified needs.
- Regular feedback given to customers.
- Confirm date when the passenger travelled on the SOPS system.
- Check if coach was running behind scheduled timetable and determine reasons if necessary.
- Identify the crew on the coach.
- Confirm which coach travelled on route.
- Get Satellite Tracking report.
- Check Vehicle faults on the MOVE System.
- Investigating complaint, by contacting the crew for relevant information.
- Contact passenger and give necessary feedback with regards to the complaint.
- Professional manner in handling customer query and complaint:
- Voice and manner generates interest and goodwill
- Customer requirements and interests are identified by structured questioning
- Customer questions are answered with clear, accurate and relevant information
- Information of interest to the customer are conveyed clearly, accurately and at a pace to promote understanding
- If the Client is not happy with the feedback that is being provided to escalate the complaint to the CRD Manager
KEY PERFORMANCE AREA 2: Praises
- Logging Praises onto the CRD system.
- Acknowledging receipt of praise to passenger.
- Load praise onto the Intranet.
- Send praises to HR to place on relevant personal files and VIP.
KEY PERFORMANCE AREA 3: Luggage claims
- Log passenger’s luggage claims for CORE and AFRICA on CRD system.
- Identify on the SOPS system who the drivers were.
- Request information from drivers regarding missing luggage and request drivers report.
- Investigate the matter to try and solve it – contact Offices, other passengers and Depots for any lost luggage, arrange affidavits and all relevant document are collected to thoroughly investigate compliant.
- AFRICA LUGGAGE CLAIMS (MALAWI AND ZIMBABWE)
- Check Remaining Luggage’s List to ensure that passenger luggage was not left behind
- Check Cargo Manifest to ensure luggage was checked in
- Fragile Items- Request the Signed Indemnity Form that passengers signed indemnifying Intercape
- Request Affidavit from passengers
- Request Luggage stub as well as waybill number
- Request Receipts for the items that the passenger is claiming for.
- Passenger is contacted and informed of our Terms and Conditions.
- Passengers are contacted and offered a settlement. This decision must be discussed with the National Operations Manager on CORE baggage claims and on AFRICA claims with the LOGISTIC MANAGER.
- If a driver is found negligent the complaint will be re- classified to a Disciplinary Hearing.
- If offer was made and accepted, then offer needs to be loaded on the CCC System and given to the Finance Department for payment.
KEY PERFORMANCE AREA 4: Assisting Customer Service Manager
- Accidents
- To gather all the necessary documents.
- Co-coordinating of all accident information on accident system/CRD system.
- Updating of accident systems.
- Sending follow up emails to staff regarding accidents & procedures.
- To report accidents to Insurance Company.
- The recovery of claims from 3rd parties.
- Dealing with queries of 3rd parties.
- Dealing with queries by the Police.
- Dealing with queries by lawyers.
- Dealing with assessors.
- Corresponding with Insurance Companies and supplying all relevant information.
- To ensure all accidents, involving a 3rd party gets reported and have claim numbers.
- Closing of accident category on CRD system when finalized.
- Load excess payments on Move System and once approval is received to give it to Finance Department for payment.
- Loading all invoices onto Move System for approval.
KEY PERFORMANCE AREA 5: Effective utilisation of all systems used in Intercape
- Log all related information on company system as required by policy.
- Understand all company system available and value that can be gained from these.
- Ensure internal white-boards are maintained and reviewed.
- Responsible for effective utilization, accurate capturing, and thorough record keeping on all systems relevant to perform daily tasks within department.
- Capture and ensure effective and thorough record keeping on the Move system.
- Capture and ensure the correct information is loaded and reflects accurately on the Move, SOPS, CRD, PIC, Tracking, Asterixis (Recording system) and Complaints at all times and on a continuous basis.
- Responsible to ensure that you have received training on all relevant systems for department or have provided training to direct reports.
- Responsible for effective utilisation, accurate capturing, and thorough record keeping on all systems relevant to perform daily tasks within department.
- Responsible to ensure that you have received training on Move/SOPS/the Booking System/Other applicable systems or have provided training to direct reports.
Desired Experience & Qualification
RELATED JOB REQUIREMENTS
- Have a proficient knowledge of the company, its divisions, associates, people products, service and website
- Deliver exceptional service that exceeds customer’s expectations through proactive and appropriate solutions
- Research and provide legal opinions on a variety of issues and new business projects within the business to proactively identify, assess and manage legal risk
- Must assist in general administration duties
- Enjoy working independently as well as be part of a team
- Assist fellow colleagues in the daily running of company related tasks
- Be focused on providing work of an extremely high quality
- Very good organizational skills
EXPERIENCE AND EDUCATIONAL REQUIREMENTS
- Grade 12
- Computer literate
- 2 Years’ Operations Experience
- 2 Years’ Customer Service Experience
OTHER
You may be required to perform other or general work due to operational requirements, for which you are either qualified and/or capable of doing so, or any duties that may be reasonably expected of you.