Intercape 2022 Position – Customer Relations Consultant Wanted in Cape Town

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:

1. Voice and manner generates interest and goodwill
2. Customer requirements and interests are identified by structured questioning
3. Customer questions are answered with clear, accurate and relevant information
4. Information of interest to the customer are conveyed clearly, accurately and at a pace to promote understanding
5. 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)

1. Check Remaining Luggage’s List to ensure that passenger luggage was not left behind
2. Check Cargo Manifest to ensure luggage was checked in
3. Fragile Items- Request the Signed Indemnity Form that passengers signed indemnifying Intercape
4. Request Affidavit from passengers
5. Request Luggage stub as well as waybill number
6. 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 3^rd 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 3^rd 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.

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