Customer Service Agent

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

Job summary

Silvertree Brands is seeking a passionate Customer Service Representative to join our dynamic team. You will handle customer inquiries via phone and email, provide product information, and resolve issues to uphold our reputation for high-quality service.

You will maintain thorough product knowledge, stay friendly and empathic, and strive to build lasting relationships while meeting service targets in a fast-paced environment.

Qualifications

• Matric certificate (advantage).
• 2 years of experience in a customer service role.
• Strong sales background is essential.

Responsibilities

• Field incoming phone calls and respond promptly to customer queries via phone and email.
• Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction.
• Maintain up-to-date knowledge of products/services to answer questions accurately.
• Maintain a positive, empathic and professional attitude towards customers at all times.
• Build sustainable relationships and trust with customer accounts through open communication.
• Follow communication procedures, guidelines and policies.
• Meet personal/customer service team sales targets and call handling quotas.
• Collect and record customer feedback and information, and share with appropriate departments.
• Attend all required customer service-related meetings.
• Go the extra mile to engage customers.

Skills

English fluency

Excellent communication

Phone handling

Active listening

Time management

Multitasking

Relationship building

Positive attitude

Education

Matric Certificate

Tools

Freshdesk

Job description

JOB OVERVIEW

We are seeking a passionate, empathic and friendly Customer Service Representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR, you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.

ROLES & RESPONSIBILITIES

• Field incoming phone calls and respond promptly to customer queries via phone call and email
• Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction
• Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information
• Maintain a positive, empathic and professional attitude towards customers at all times
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Follow communication procedures, guidelines and policies
• Meet personal/customer service team sales targets and call handling quotas
• Collect and record customer feedback and information, and share that with appropriate departments and team members
• Attend all required customer service-related meetings
• Go the extra mile to engage customers

KEY REQUIREMENTS

Qualification & Experience

• Matric Certificate (Advantage)
• 2 years of experience in a customer service role or a customer service-related role
• A strong sales background is essential

Skills & Competencies

Must Have

• Fluency in English (verbal and written) and excellent written and verbal communication skills
• Strong phone contact handling skills and active listening skills
• Basic computer skills and excellent phone disposition
• Ability to multitask, prioritize, and manage time effectively
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Friendly, patient, compassionate, and have a positive attitude
• Customer orientation, ability to adapt and to foster and maintain relationships
• Willingness to work independently and as part of a team Advantageous
• Experience in Freshdesk systems and practices