Customer Service Agent

Recruiter:

Human Value

Job Ref:

3347014274

Date posted:

Wednesday, July 13, 2022

Location:

Stellenbosch, South Africa

JOB SUMMARY:
-

JOB DESCRIPTION:

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.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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