Escalations Team Executive

Time Personnel; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Time Personnel in Cape Town is seeking an Escalations Team Executive to support UK-based customers by resolving issues with online orders and ensuring a friendly, solution-focused service.

You will log interactions in CRM, work with the outsourced delivery partner, and coordinate with internal teams to deliver accurate fulfilment and long-term, brand‑protecting resolutions from our Pinelands office.

Qualifications

• Matric required; relevant qualification advantageous.
• Experience in customer services or similar sales environment.
• Experience dealing with UK customers.
• Good communication skills and phone manner.

Responsibilities

• Handle UK customer escalations and resolve delivery/product issues.
• Log interactions in CRM and multiple systems, coordinating with delivery partners.
• Assist Customer Service Advisors and escalate where needed.
• Improve customer care scores and brand loyalty.
• Coordinate with warehouse and delivery teams to ensure accurate fulfilment.
• Maintain up-to-date knowledge of product specifications and promotions.

Skills

Clear speaking voice

UK English

UK culture understanding

Strong verbal and written comms

CRM

Attention to detail

Multitasking

Customer-first attitude

Conflict handling

Team player & problem solver

Education

Matric

Relevant qualification advantageous

Tools

CRM

Order management software

Job description

Escalations Team Executive position available in Cape Town.

Have you travelled or worked in the UK and have experience dealing with clients resolving issues when an online order has not arrived or arrived incorrectly?

The Escalations Team Executive position is working for our International Client based at their Cape Town office in Pinelands.

The responsibility is ensuring friendly, reliable, and solution-focused Customer service is given telephonically to UK based customers.

Being the first point of contact for customers resolving queries with online purchases it is highly advantageous if you understand the UK culture and surroundings as a lot of problems occur with their outsource delivery company where you will be resolving delivery and product issues.

Requirements:

• Matric, relevant qualification highly advantageous
• Experience in a customer services or similar sales environment
• Experience dealing with customers in the UK
• Preferably experience or time spent in the UK or come from a UK background or culture.
• Good clear speaking voice
• Proficient in UK English (UK accent preferable)
• Understanding of the UK culture and especially the high-end customer who will not settle for poor service
• Strong communication skills, both verbal and written.
• Comfortable using CRM and order management software.
• High attention to detail and data accuracy
• Able to multitask
• Customer-first mindset with a calm, helpful attitude
• Ability to handle confrontation and aggression over the phone and remain calm and professional
• Team worker and strong problem solver

Duties and Responsibilities::

• Working with the customer service team handling all areas of problems that occur with orders online
• Log interactions in the customer management system and work across three systems including the delivery company system.
• Handle escalations from the Customer Service Advisor
• Resolve escalations in a manner that ensures that you not only maintain the customers but further the brand loyalty.
• Assist the Customer Service Advisors with difficult queries by suggesting solutions and assist with problem solving.
• Work closely with the outsources delivery company to overcome obstacles to delivery.
• Working with the Manager, make decisions that are in the best interests of both the customer and the company.
• Improve the customer care scores on the various trust monitoring platforms.
• Understand the customers unique needs and work to find long term solutions to repeat problems.
• Process sales orders accurately and efficiently on the system while tracking and follow up on problem orders, deliveries, and any delays.
• Maintain up-to-date knowledge of product specifications, promotions, and seasonal changes.
• Upsell or cross-sell products when appropriate
• Coordinate with warehouse and delivery teams to ensure accurate fulfilment
• Any other related task as directed by your Manager.