About you

• You’re a customer service pro who turns problems into solutions and queries into “wow” moments. Quick on your feet, you juggle tasks effortlessly, adapt to new tools in a flash, and always nail the details.
• You’re a sharp communicator, a team player, and a problem-solver who thrives in the fast-paced eCommerce world. With a knack for keeping customers happy and things running smoothly, you’re ready to step up and make an impact. Let’s do this!

Responsibilities:

• Identify the customer query/issue; gather and populate the relevant information on all related platforms/programs 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 to assist customer queries and product-related questions.
• Perform small troubleshooting exercises by understanding the deal and product blurb/information to assist the customer effectively and avoid a longer resolution time.
• Liaise with the relevant Buying Team members 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.

Requirements / skills:

• Matric
• Existing customer service experience is advantageous
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multitask, organize, and prioritize work.
• 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 with 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.