Customer Service Agent

High-end skincare and lifestyle brand is seeking a Customer Service and Experience Agent. This position is based in Stellenbosch, Cape Town.

You will be the first point of contact for their customers and engage with them on email, social media, and chat. Answering a variety of questions from complaints, returns, exchanges, couriers, lost packages, to questions surrounding their products and company.

The role:

Customer Experience

• Drive customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touchpoints
• Provide “above and beyond” customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience
• Tackle an array of problems, questions, or comments from their customers and tailor solutions accordingly
• Master their internal management system in order to efficiently and effectively help their customers
• Provide Marketing team with insights, client segmentations, database, etc.
• Become an expert on the policies, products, and brand, including details on their ingredients/packaging

Customer Service

• Answer incoming calls and emails, chats, social media queries in an efficient manner
• Identify customer questions, concerns, and overall needs
• Provide accurate answers and solutions to customer queries
• Address customer complaints in a compassionate and patient manner
• Redirect customers to appropriate teams and/or departments as needed
• Check voicemail inboxes and return calls in a timely manner
• Liaise with 3rd party logistic suppliers
• Develop professional relationships with ongoing customers through excellent customer service
• Follow-up with callers on complaint and/or question resolution status
• Collaborate with Marketing, R&D, sales teams, and other company departments to ensure overall customer and product satisfaction

The requirements:

• Matric certificate
• 2yrs customer service experience, preferably in online retail industry
• Familiarity with CRM systems is preferred
• Excellent interpersonal communication skills, both verbal and written
• Fantastic phone skills, i.e., well-spoken, excellent active listening skills
• Highly detail oriented with exceptional writing skills
• Ability to communicate and interact with all kinds of people (both externally with customers, and
• internally with company team members and other departments)
• Motivated, energetic, driven work ethic
• Self-reliant and adaptable

The closing date for this position: 31st July 2022. Only suitably qualified/shortlisted candidates will be contacted. Should you not hear from us within 2 weeks of submission, please consider your application unsuccessful.