Customer Service Executive, South Africa

Customer Service Executive, South Africa

Department: EasyBuy Program Management

Employment Type: Permanent - Full Time

Location: South Africa

Reporting To: Customer Service Team Manager

Description

Location: Johannesburg, South Africa

About the role: As a Customer Service Executive, you will be a pivotal link between our Operations, Sales teams, and our valued customers. Your role is not just about resolving issues; it's about creating exceptional experiences that foster long-lasting customer relationships.

What you would be expected to do:

1. Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products.
2. Credit assessment of potential clients to facilitate product purchase.
3. Identification of fraud / duplicated and / or inaccurate records and data of prospective clients and handle as per business requirements.
4. Build repeat sales through strong customer relationships by focusing on customers' wants and needs.
5. Ensure high customer satisfaction levels during customer onboarding and increase customer retention.
6. Initiates and / or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
7. Attract potential customers by answering product and service questions and suggesting information about other products and services offered.
8. Reply to customer queries on calls both incoming, outgoing calls / tickets.
9. Handle customer complaints within a stipulated time frame while providing appropriate solutions and alternatives for resolution.
10. Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms.
11. Accuracy in escalation of all customer pain points that cannot be resolved on call / ticket.
12. Proactively flagging off any surge on customer complaints trends to enable assessment of customers' needs to achieve satisfaction.
13. Build sustainable relationships and assurance with customer accounts through open and interactive communication.
14. Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods / tools.
15. Give regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service.
16. Provide timely and accurate feedback to customer queries via phone, email, and other communication channels, demonstrating professionalism in every interaction.
17. Coordinate with internal teams, including sales, installation, and technical, to address customer needs effectively and ensure prompt resolution of issues.
18. Maintain comprehensive records of customer interactions, including details of inquiries, resolutions, and follow-up actions, in accordance with data protection regulations.
19. Conducting FSE onboarding, and managing all incoming queries.
20. Collaborate with the management team to develop and implement customer service strategies and initiatives aimed at improving overall customer satisfaction and retention.
21. Adhere to company policies, procedures, and ethical standards, ensuring compliance with labor laws and industry regulations at all times.
22. Continuously strive for personal and professional development through training, feedback, and self-improvement initiatives.
23. Perform any other duties that may be assigned.

You might be a strong candidate if you:

1. A Diploma or Degree in a Business Administration, Customer Service, Social Sciences, and / or any business related field.
2. At least 1-year experience in a busy call center environment.
3. Basic computer skills to facilitate guided troubleshooting of own internet strength and tools, online meeting channels e.g. Google meets, Zoom, Ms Office applications.
4. Excellent communication skills, both verbal and written, with fluency in English and proficiency in other local languages preferred such as IsiZulu, TshiVenda, SeSotho etc.
5. Demonstrable problem solving abilities and sound attention to detail.
6. The ability to multitask and ensure that key deliverables are not compromised by the work from home environment.
7. The ability to work independently with minimal supervision.
8. Strong personal skills and the ability to build rapport with customers from diverse backgrounds.
9. Sound knowledge of solar energy systems, components, and installation processes, with the ability to explain technical concepts to non-technical audiences.
10. Proficiency in using customer relationship management (CRM) software and other relevant technology platforms for managing customer interactions and data.
11. A dedication to upholding the highest standards of professionalism, integrity, and ethical conduct in all interactions with customers and colleagues.
12. Flexibility to work occasional evenings, weekends, or public holidays as required to meet customer needs and business demands.

What Sun King Offers:

1. An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
2. The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
3. A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
4. Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy.