Customer Service Agent at Cape Union Mart

Job Description

• Our Customer Experience Department is in search of a culture fit Customer Service Agent to join our team and play a key operational role in supporting our customers and various business stakeholders to achieve business objectives.
• The role will require the incumbent to work effectively across multiple teams, including some external partners, to proactively seek relevant information in order to effectively support the overarching customer objectives & ensure the delivery of a world class customer service.
• It's important that we find individuals who are a great fit for our business. The ideal candidate will be a team player, have a high attention to detail and enjoy working in a fast-paced and high-pressure environment. This is a fast-changing role with evolving expectations, and we are looking for someone who has a natural aptitude for customer data and problem-solving capabilities to push the boundaries. We're looking for people who embody our values of Trust, Innovation & Passion and aren't afraid to challenge the status quo.

Key Duties

• Responding to and resolving all customer queries and complaints via active inbound channels: Calls, Email, SMS, Whatsapp & Live Chat, as well as social media platforms and Google reviews.
• Dealing with internal and external customer queries and complaints in an effective and efficient manner according to the processes and policies that have been set out.
• Direct customer queries and complaints to the relevant stakeholders when needed or sourcing information required to resolve the case.
• Accurate and timely completions of administrative tasks.
• Effective stakeholder management.

Job Requirements

Knowledge & Experience

• The minimum educational requirement is Matric / Grade 12. Please provide a transcript of your final marks.
• Minimum 2 years’ experience in a customer-facing environment.
• Minimum 2 years’ experience in a customer service / customer experience role.
• Preference will be given to candidates with community management experience, Google Reviews and Hello Peter.
• Retail experience would be advantageous, but not essential.
• Entry Level MS Office with focus on Outlook, Word, and Excel.
• Experience on any contact center systems advantageous: Salesforce Service Cloud, Freshdesk, Zendesk, etc.

Competencies

• Passionate and proactive customer problem solver.
• Strong administration skills.
• Team player.
• Attention to detail.
• Time management.
• Language – fluent written and verbal English, with additional languages being advantageous.
• Key Performance Areas

Customer Engagement

• Effectively and efficiently resolve customer queries and complaints in line with our Company Values and Brand Promise.
• Owning the role of problem solver on behalf of the customer by demonstrating commitment to finding resolution to queries and complaints.
• Follow appropriate escalation channels to support quick resolution of queries and complaints.

Teamwork & Collaboration

• Ability to work collaboratively as part of a team.
• Build strong working relationships with cross-functional teams, as this role will engage with many stakeholders: BI, IT, Brand Marketing, CRM Agency, Digital Department, Online Commerce, Legal & Compliance, Analytics Partners.