Customer Experience Administrator – Support Hub Job at Brights Hardware

Job Description

• Responsible for managing customer interactions across multiple channels, including in-store, online, mobile, and social media platforms. This role ensures seamless, accurate, and timely communication and order management to deliver excellent customer experience and support the company’s omnichannel strategy.

KEY RESPONSIBILITIES:

• Communicate professionally and empathetically across all platforms.
• Accurate logging of interactions in CRM.
• Resolve customer issues during first contact, where possible.
• Respond to queries within SLA timelines across all channels and maintain message consistency.
• Keep customers’ records accurate, updated, and complete. Flag duplicate or incomplete profiles.
• Maintain updated knowledge of offerings, policies, and systems to provide correct and helpful responses.
• Achieve positive feedback from customers, meet or exceed satisfaction benchmarks.
• Meet daily/weekly targets.
• Follow standard operating procedure.
• Cooperate well with team members, contribute to meetings, and share knowledge and insights for team improvement.
• Follow data protection, privacy, and internal guidelines.
• Maintain customer trust and company standards.

REQUIREMENTS:

• Matric or equivalent
• Brights Induction (service excellence)
• 2 years’ Retail or Sales experience
• Customer Service Training
• Digital & Social Media Marketing
• Telephony experience within a Customer Service/Call Centre environment
• Excellent professional work standards, including grammar and oral proficiency
• Computer & Typing (minimum of 35 wpm) skills
• Decision making skills
• Willing to take on responsibility
• Attention to detail and high level of accuracy
• Professional and neat
• Available to work retail hours