Customer Service Representative - Retail Support

Placements24; South Africa; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Retirement savings plan

Career progression opportunities

Employee discounts

Job summary

Placements24 is seeking a Customer Service Representative for a national retail client in Queenstown, Eastern Cape. You will be the first point of contact, handling inquiries, orders, returns and complaints with a focus on customer satisfaction.

Ideal candidates will have strong verbal and written communication, active listening, problem-solving skills, patience and empathy. Familiarity with customer service software and common computer applications is a plus, and weekend/holiday flexibility is

Qualifications

• Previous experience in customer service, preferably within a retail or call center environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using customer service software and basic computer applications.
• Ability to handle stressful situations and de-escalate customer concerns effectively.
• Strong organizational skills and attention to detail.
• Ability to work a flexible schedule, including weekends and public holidays, as required for store operations in Queenstown, Eastern Cape.
• High school diploma or equivalent required.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person channels in a timely and professional manner.
• Provide accurate information about products, services, promotions, and store policies.
• Resolve customer complaints and issues efficiently and effectively, escalating when necessary.
• Process customer orders, returns, exchanges, and refunds according to company procedures.
• Maintain detailed records of customer interactions and transactions.
• Identify and elevate recurring issues to management for review and potential process improvements.
• Build rapport with customers and strive to create positive experiences.
• Assist with customer feedback collection and reporting.
• Maintain a thorough understanding of company products and services to effectively assist customers.
• Contribute to a positive and collaborative team environment.

Skills

Verbal communication

Written communication

Active listening

Problem solving

Patience

Empathy

Customer-centricity

Education

High school diploma

Tools

Customer service software

Basic computer applications

Job description

About the Role

Our client, a national retail chain, is seeking a friendly and efficient Customer Service Representative to manage customer inquiries and resolve issues for their stores in the Queenstown, Eastern Cape area. This role is pivotal in maintaining customer satisfaction and upholding the brand's reputation for excellent service. You will be the first point of contact for customers, handling a variety of issues ranging from order inquiries and product information to complaints and returns. The ideal candidate possesses exceptional communication skills, a patient demeanor, and a genuine desire to assist customers. This position requires a strong understanding of retail processes and a commitment to providing solutions that foster customer loyalty.

Key Responsibilities

• Respond to customer inquiries via phone, email, and in-person channels in a timely and professional manner.
• Provide accurate information about products, services, promotions, and store policies.
• Resolve customer complaints and issues efficiently and effectively, escalating when necessary.
• Process customer orders, returns, exchanges, and refunds according to company procedures.
• Maintain detailed records of customer interactions and transactions.
• Identify and elevate recurring issues to management for review and potential process improvements.
• Build rapport with customers and strive to create positive experiences.
• Assist with customer feedback collection and reporting.
• Maintain a thorough understanding of company products and services to effectively assist customers.
• Contribute to a positive and collaborative team environment.

Requirements

• Previous experience in customer service, preferably within a retail or call center environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using customer service software and basic computer applications.
• Ability to handle stressful situations and de-escalate customer concerns effectively.
• Strong organizational skills and attention to detail.
• Ability to work a flexible schedule, including weekends and public holidays, as required for store operations in Queenstown, Eastern Cape .
• High school diploma or equivalent required.

Benefits

Our client offers a competitive salary and a comprehensive benefits package, including medical aid and retirement savings options. Employees benefit from ongoing customer service training, opportunities for career progression within the customer support department, and generous employee discounts on store merchandise. Join a dedicated team focused on delivering outstanding customer experiences.