Customer Service Representative

Al & Cd Ashley; Cape Town; Hybrid; ZAR 50 000 - 200 000; Full time

Job summary

A leading South African retailer is seeking a Customer Satisfaction Representative in Cape Town. You will assist customers with their inquiries via phone, email, and chat, ensuring satisfaction and resolving issues. The ideal candidate has at least 2 years of experience in customer service, excellent communication skills, and a friendly demeanor. This hybrid position requires on-site work as well as flexibility for remote work. Performance bonuses and employee discounts are offered.

Benefits

Monthly performance bonus

Discretionary annual performance bonus

Group RA with company matching

Home internet reimbursement

Employee discount

Public holidays off

Qualifications

• Minimum 2 years previous customer service experience required.
• Proficient in MS Office and Excel.
• Friendly and helpful personality needed.

Responsibilities

• Resolve customer concerns via various communication methods.
• Assist customers with orders, exchanges, or refunds.
• Provide accurate information about products.

Skills

Customer service experience

Excellent communication

PC literate (MS Office, Excel)

Problem-solving skills

Friendly personality

Education

Matric

Job description

Who we areA leading South African Importer, distributor and retailer of awesome kitchen & home brands.Here's the jobCustomer Satisfaction Representatives are responsible for helping customers on the phone, by email, live chat, or in person with all of their product or account needs.

This requires a thorough knowledge of our products and recommended protocols in order to provide timely and accurate information to incoming customer enquiries, order status and product knowledge requests (don't worry, we'll teach you).

• This position is hybrid and requires you to be on site at our offices in Claremont, Cape Town
• Please submit your application via LinkedIn and we ask you not to call our offices.Due to the high volume of applicants, we regretfully cannot inform unsuccessful applicants regarding the status of their application.Responsibilities Resolves customer concerns via phone, email, live chat, social media and walk-ins Assists customers with the placement of orders, exchanges, or refunds Helps with complaints, errors, account questions, billing, cancellations, and other queries Identifies and assesses the customers' needs to achieve satisfaction Provides accurate, valid, up-to-date and complete information about products Meets individual and CSR team satisfaction targets Provide appropriate solutions and alternatives to customers within specified average time limits Goes the extra mile to engage and satisfy customers Greets and follows up with walk-in customers Creates and updates customer accounts and information Ensures proper customer satisfaction is being delivered at all times Creates, improves, updates & optimises customer service processes Creates, improves, updates documentation and FAQ / help information as necessary Collaborate with and assist other departments and teams as needed Provide regular feedback to managers and other departmentsMost importantly : A practiced, caring attitude that assists you to provide our valued customers with the best service, product advice and information.Requirements Minimum 2 years previous customer service experience or experience as a client service representative Matric PC literate (MS Office, Excel, tracking / courier portals, ticket systems, order systems, live chat) Excellent written and verbal communication Friendly, polite and helpful personality - you genuinely enjoy helping customers Organised, methodical and tracks pending tasks to completion A sense of responsibility and urgency for assisting customers Proactively resolving queries and issues in a timeous manner Comfortable with calling customers (outbound calls) and speaking on the phone Proven track record of over-achieving goals or going above and beyond Possess a willingness to learn and improve Customer orientated with the ability to adapt / respond to different types of customers and situationsBonus if you have Experience with homeware and / or kitchenware brands Experience with premium brands Additional training in Customer Service or related topicsBenefits Monthly performance bonus Discretionary annual performance bonus Group RA with company matching Home internet reimbursement Employee discount on our awesome products Hybrid work environment with remote working Public holidays off