Role Summary :
The role of Customer Service Agent requires excellent listening and communication skills and requires exceptional Customer Service throughout.
We strive to exceed customer expectations, respond timeously and minimize customer frustrations, display strong customer support in professionalism, empathy, friendliness, and with a quick resolve in the best course of action for the customer.
You love helping people and know that an angry customer is just a golden opportunity. Hearing people say "Thanks! You're my hero for the day!" is what gets you out of bed in the morning.
Your typing skills are off the charts and typing errors are non-existent.
You're calm under pressure and able to think outside the box for a solution if necessary.
what you'll love
You get to do what you're great at, for a company you'll come to adore.
Our office comes with free internet and aircon, quality work colleagues, plus some available space in the fridge for your RedBull.
Responsibilities include :
Identify the customer query / issue; gather and populate the relevant information on all related platforms / programs in order to assist the customer and or neighbouring team members or departments in the best possible response time
Commit to the customer, commit to the sale : familiarize yourself with current and previous deals, product info and deal pricing in order to assist customer queries and product related questions
Perform small troubleshooting exercises by understanding the deal and product blurb / information in order to assist the customer effectively and avoid a longer resolution time
Liaise with the relevant Buying Team members in order to obtain required product / deal information, populating all relevant platforms / documentation / sheets required when escalating a customer's query to neighbouring team members and or department
Deliver exceptional Customer Service, resulting in the best course of action for the customer; obtained within the best possible resolution time.
Avoid poor response time outside of our SLA, a lack of communication / feedback - not addressing a customer's query / question adequately;
implementing stalling techniques (lip service)
Identify query and product-related trends and escalate / raise them to the relevant departments
Adequate use of time management relating to all job specific requirements
Reliability and willingness to assist according to the business needs
Skills & Competencies
Service orientation at the highest level
Excellent use of grammar with exceptional verbal and written communication skills
Excellent computer literacy with the ability to quickly learn new software
Experience on a customer service ticketing system (ZenDesk, Freshdesk)
Excellent listening skills and ability to understand the customer and business needs
Creative problem analysis and problem-solving techniques, with a high tolerance to stress and a fast-paced working environment
A keen eye for attention to detail and accuracy throughout all working platforms
Able to absorb and apply updates to processes and procedures via SOPs / Training Material, internal communication, and open floor meetings
Highly adaptable, shows initiative, customer-focused, driven, outgoing and a team player
A hardworking, fast-paced; all-round performer
Record details of inquiries, comments, and complaints, where necessary and acknowledge necessary departmental information sharing;
record details of actions taken, where necessary
Maintain applied KPI levels
Identify surrounding workload and the need to go over and above when necessary
Minimum qualifications & experience
Minimum of 3 years customer service experience within an eCommerce or similar environment