E-Commerce Customer Escalations Leader

SUMMARY:
Do you lead from the front when an e-commerce order goes wrong, and have that "problem solving personality" to telephonically discuss and put high-end clients at ease in explaining how solutions will be managed?

This position is based in Pinelands CPT in office, daily conversations with UK clientele which will require your excellent command of the English language - preferably suited for an individual who has travelled or lived in the UK witih this relevant experience.

POSITION INFO:
REQUIREMENTS Customer-first mindset with a calm, helpful, and professional attitude Proven experience in customer service or a similar sales environment Experience dealing directly with UK customers Understanding of UK culture, particularly the high-end customer who expects excellent service Time spent in the UK, or a UK background or cultural familiarity, preferred Fluent in UK English, with a clear speaking voice (UK accent preferable) Strong verbal and written communication skills Able to stay composed and professional when handling confrontation or aggression over the phone Comfortable using CRM and order management software Excellent attention to detail and data accuracy Able to multitask in a fast-paced environment Strong problem solver and team player Matric required; a relevant qualification is highly advantageous DUTIES Work alongside the customer service team to resolve all order-related issues that arise online Take ownership of escalations passed on by Customer Service Advisors, resolving them in a way that retains the customer and strengthens brand loyalty Support Advisors with difficult queries by recommending solutions and helping them work through problems Understand each customer's individual needs and find long-term solutions to repeat issues Partner with the Manager to make decisions that serve the best interests of both the customer and the company Liaise closely with the outsourced delivery company to overcome delivery obstacles Coordinate with the warehouse and delivery teams to ensure accurate fulfilment Process sales orders accurately and efficiently, and track and follow up on problem orders, deliveries, and delays Log all interactions in the customer management system, working across three systems including the delivery company's platform Work to improve customer care scores on the various trust monitoring platforms Keep up to date with product specifications, promotions, and seasonal changes Upsell or cross-sell products where appropriate Carry out any other related tasks as directed by your Manager Salary: R negotiable dependent on experience Join us on SOCIAL MEDIA or visit our WEBSITE for more information. See links below.