Customer Care

A 24/7 operation, providing the following services:

  • Customer Service Lines
    • Brand / Consumer Care – quality deviations; complaints; compliments; general queries; issuing of vouchers (electronic / paper based)
    • Customer Service for Retailers – account / delivery queries; placing orders; product information; compliments and complaints
    • Customer & Consumer Satisfaction Surveys – SMS; outbound calls; USSD; email
  • Specialised Contact Centre Lines
    • How’s my driving?
    • Confidential whistle blowing / fraud lines
    • Campaigns specific to client needs – brand surveys; activations; competitions
  • Data Capturing / Order Processing
    • Taking and placing orders on client’s system – outbound sales orders; inbound sales orders; fulfilment of special requests
    • Customer & consumer data integrity / updates – data capturing; document recording
    • Tracking individual retailers’ ordering patterns and possible market trends – benchmarking; quality assurance; MIS analysis, reporting and recommendations; process mapping
  • Corporate Incidents and Insurance Claims
    • First notification of loss / incident – insurance claims system
    • Processing of motor and non-motor insurance claims – administer claims; supplier coordination and resolve; financial processing of claim
    • Tracking incidents for corporate occupational health and safety reporting and mitigation – customised reporting