Customer Delight Manager
Paarden Eiland; Cape Town Salary - R18 000 – R 23 000
Upmarket Furniture Store seeks a Customer Delight Manager with min. Grade 12, or the equivalent thereof if attended a college etc. Strong Customer Service background, relating to Customer support, dealing with Complaints and resolving Customer issues. Technical experience, with the ability to operate tools, and do repairs. Need to think on your feet when faced with new challenges. You need to have excellent writing and verbal communication skills. A driver’s license (code 8) is required. Objection handling abilities when faced with guarantee complaints.
You will be responsible for dealing with Customer queries and complaints, up until resolution is met Assisting Sales staff with technical queries and providing guidance with issues they are facing. Investigating Customer complaints/queries to establish whether guarantee claims are valid, by gaining as much information as possible from the client/salesperson Building Rapport with Customers by contacting them as soon as complaints/queries are received. Either by phone or by email, ensuring they are acknowledged and assured we''ll do everything we can to resolve their complaint/query. When necessary, visit the site where the items are, whilst adhering to company policy and guidelines. Always conduct themselves in a professional manner whilst keeping the integrity of the business in the highest regard, but always ensuring the Customer is looked after. Entering all information regarding the complaint/query into our CRM system to keep track of progress and for reference purposes. Create quotes and invoices for repairs and deliveries, communicating these with Customers. When necessary, repairs must be completed on certain items.
Work closely with warehouse staff and assist each other as best as possible where necessary to ensure Customers'' complaints/queries are resolved.
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