MAIN PURPOSE OF THE JOB

Duties and responsibilities include developing and implementing new policies to improve customer service, responding to customer questions and handling customer complaints. Major role will be acting as the front line of support for customers for both online and in store and ensure customers are satisfied with the products, services, and features.

JOB DESCRIPTION & RESPONSIBILITIES

1. Customer Interaction & Support

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Meeting daily, weekly, and monthly KPI’s in responding to queries and complaints
• Communicating with customers through various channels, managing both emails and phone calls
• Acknowledging and resolving customer complaints

2. Service Delivery & Order Processing

• Product knowledge in order to be able to answer all questions that may arise.
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints

3. Communication & Coordination

• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support across the board.
• Reporting on customer queries and informing line manager of escalations

SKILLS AND PERSONAL ATTRIBUTES

• 1 - 2 years call centre or service correspondence experience required
• Must be familiar with help desk applications.
• Matric certificate is required (additional certification in Office Management or Microsoft Office is advantageous)
• Proficiency in Microsoft Office Suite