Customer Service Agent | Pet Heaven

Silvertreebrands; Cape Town; On-site; ZAR 100,000 - 150,000; Full time

Job summary

A leading online retail company is seeking a passionate Customer Service Representative to provide top-notch service to customers in Cape Town. You will answer inquiries, resolve issues, and maintain high customer satisfaction. Ideal candidates have 1-2 years of experience in customer service and excellent communication skills. Join our friendly team and make a difference in pet parenting!

Qualifications

• 1-2 years of experience in a customer service role or related roles.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Field incoming phone calls and respond promptly to customer queries.
• Acknowledge and resolve customer complaints.
• Maintain a positive and professional attitude toward customers.

Skills

Fluency in English

Strong phone contact handling

Active listening skills

Basic computer skills

Ability to multitask

Customer orientation

Education

Matric Certificate

Tools

Freshdesk systems

Job description

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 )
• 1- 2 years of experience in customer service role or a customer service-related roles

Skills & Competencies

Must Have

• Fluency in English (verbal and written) and have 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, prioritise, 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
• Experience with Freshdesk systems and practices

About Us

Pet Heaven is a Proudly South African online store which strives to deliver the best, quality products to South African pet parents' doors. We stock everything a pet parent needs from food, to beds, bowls, accessories and more.

Our mission

Making pet parenting easy is at the core of everything we do at Pet Heaven. We have everything your furry friend needs with a range of over 6,000 products and your favourite brands like Royal Canin, Hill's Science Plan, Ultra Pet, Montego, M-Pets, Rogz and more!

We work to reduce our environmental impact each day and enable our pet parents to make the switch too.

OUR CULTURE AND TEAM

• Our values are, Be curious, Build for tomorrow, Be Passionate, Nurture Trust, Ownership and Innovate
• We are close-knit and encouraging
• We are self-motivated and strive to see projects through to completion
• We innovate as we grow
• We encourage teamwork and participation
• We have created a relaxed but professional working environment
• We respect all people and cultures
• We believe in keeping our team happy so that the work we produce is of the highest quality