Customer Care Champion

Shop2Shop; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Shop2Shop is seeking a customer liaison to manage communications across platforms and resolve customer issues in Cape Town. You will handle queries, complaints, and inquiries, acting as a brand ambassador to ensure high customer satisfaction and promote Shop2Shop products and services.

The role focuses on outbound calls, product knowledge, and maintaining accurate records, with targets for turnaround times, volume, and customer satisfaction.

Qualifications

• Innovative and solution-oriented mindset.
• Ability to stay calm and composed under pressure.
• Excellent time management and administrative skills.

Responsibilities

• Resolve customer queries, complaints, and issues via various channels.
• Develop detailed understanding of Shop2Shop's products and services.
• Conduct outbound calls to promote Shop2Shop products using approved scripts.
• Investigate complex customer queries and escalate when necessary.
• Follow up with customers as required.
• Serve as a brand ambassador for Shop2Shop, maintaining high levels of customer satisfaction.
• Identify opportunities for cross-selling and up-selling products.
• Maintain accurate records of all customer interactions, including queries and actions taken, and update the database accordingly.
• Meet targets related to turnaround times, volume, and customer satisfaction.
• Perform other duties as needed.

Skills

Solution-oriented

Adaptability

Independent worker

Team player

Resilience

Time management

Administrative skills

Job description

Purpose of Role

This role acts as a primary liaison between Shop2Shop and its current and potential customers. This role involves managing communications across various platforms. The champion is responsible for effectively resolving customer issues, handling complaints and queries, promoting Shop2Shop's products and services, and ensuring overall customer satisfaction.

Key Responsibilities

• Resolve customer queries, complaints, and issues through various communication channels, adhering to established standards.
• Develop a detailed understanding of Shop2Shop's products and services.
• Conduct outbound calls to customers, promoting Shop2Shop products and services using approved scripts.
• Investigate complex customer queries and escalated them when necessary.
• Follow up with customers as required.
• Serve as a brand ambassador for Shop2Shop, maintaining high levels of customer satisfaction.
• Identify opportunities for cross-selling and up-selling products.
• Maintain accurate records of all customer interactions, including queries and actions taken, and update the database accordingly.
• Meet targets related to turnaround times, volume, and customer satisfaction.
• Perform other duties as needed.

Core Competencies

• Innovative and solution-oriented mindset.
• Flexibility and adaptability in a fast-paced environment.
• Ability to work independently and collaboratively in a team setting.
• Capability to remain calm and composed under pressure.
• Excellent time management skills.
• Strong administrative skills.