Customer Service Agent

Ares Holdings; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A rapidly expanding distributor in Cape Town is seeking a customer service representative to manage online and telephonic inquiries, track orders, and assist with exchanges. The ideal candidate should have at least 2 years of retail customer service experience and strong communication skills. The role offers competitive perks including gym access, medical aid, and staff discounts.

Benefits

Gym & Showers

Personal Trainer

Yoga

Pension Fund

Medical aid with Gap cover

Healthy Lunch subsidy

Company performance incentive scheme

Long-service incentives

Qualifications

• At least 2 years’ working experience within a South African retail or similar Customer Service environment.
• Experience working with 3rd party tools such as payment gateways and courier portals.
• Understanding of Website back-end portal.

Responsibilities

• Manage online, telephonic and email queries regarding customer orders.
• Assist customers with return requests and exchanges.
• Investigate all customer complaints, action resolutions or feedback.

Skills

Customer service

Order processing

Problem-solving

Communication

Ecommerce understanding

Education

Grade 12

Tools

Zendesk

Social media platforms

Job description

This position will need to provide excellent customer service, capturing orders, resolving telephonic and email queries, exploring opportunities to increase sales and tracking orders with the aim of developing new and maintaining good relationships customers.

Online Order Process

• Manage online, telephonic and email queries regarding customer orders
• Assist customers on processing product orders
• Banking details
• Follow up on parcels with warehouse and couriers
• Ensure all open orders are closed
• Meet deadlines and targets
  
  

Exchanges And Returns

• Assist customers with return requests and exchanges on all customer platforms with sound advise on alternative options
• Processing returns for exchanges, replacements and refunds on product bought by customers
• Follow up on replacement dispatchments with warehouse and couriers
• Arrange for collections on return requests and ensure that the process is completed within relevant timeframes
  
  

Customer Service

• Manage online (Facebook, twitter, live chat, ticketing system, HelloPeter), telephonic and email enquiries
• Keep up to date with product information to resolve customer queries with detailed product information
• Investigate all customer complaints, action resolutions or feedback to relevant departments
• Generate repeat business through successful client follow-up and great customer service
• Discuss, analyse and resolve usability issues
• Respond to customer emails and office correspondence
  
  

Company Values

• We commit to the wellbeing of our team
• We work with a positive attitude
• We believe in our team
  
  

General

• Provide support to the team by ensuring all sales and service objectives
• Keep area clean and tidy
• Any other reasonable ad hoc duties that may be required
  
  

Education And Experience

• Grade 12
• At least 2 years’ working experience within a South African retail or similar Customer Service environment.
• Experience with Zendesk ticketing advantageous.
• Experience working with 3rd party tools such as payment gateways and courier portals.
• Experience in using social media platforms, online platforms and live chat platforms.
• Understanding of Ecommerce environment
• Understanding of Website back-end portal
  
  

Perks & Benefits

• You get to work for a rapidly expanding distributor with aspirational brands
• Gym & Showers
• Personal Trainer
• Yoga
• Pension Fund
• Medical aid with Gap cover
• Staff Allocation (R10 000 Retail Value per annum).
• Staff discount (50% off for you and your family across all the brands within the group)
• Healthy Lunch subsidy
• Company performance incentive scheme
• Long-service incentives
• Holistic Employee Wellness programme
• The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.
  
  

Should you not be contacted regarding this position within 2 weeks from the closing date, please regard your application as unsuccessful.