Escalations Team Executive

Time Personnel; Wes-Kaap; On-site; ZAR 260,000 - 340,000; Full time

Job summary

Time Personnel is seeking a customer service professional in the Western Cape to support UK-based orders and customers. You will manage inquiries, log interactions, and collaborate with delivery partners to resolve issues while maintaining brand loyalty.

The role requires clear communication, UK English proficiency, and the ability to multitask in a fast-paced environment. Training on systems and product knowledge will be provided.

Qualifications

• Matric or equivalent; relevant qualification advantageous.
• Experience in a customer services or sales environment.
• Experience dealing with UK customers and understanding UK culture.
• Excellent verbal and written communication; clear speaking voice.
• Proficient with CRM and order management software.
• High attention to detail and data accuracy.
• Ability to multitask and stay calm under pressure.
• Team player with strong problem-solving skills.

Responsibilities

• Handle customer service issues related to online orders with the team.
• Log interactions in the customer management system and work with three systems including the delivery company system.
• Assist with escalations from the Customer Service Advisor and resolve them while protecting brand loyalty.
• Support advisors with difficult queries and contribute to problem solving.
• Coordinate with outsourced delivery partners to overcome delivery obstacles.
• Work with management to decide actions in the best interests of customers and company.
• Improve customer care scores on trust monitoring platforms.
• Understand customer needs and develop long-term solutions to repeat problems.
• Process sales orders accurately and track delays and deliveries.

Skills

Customer service

UK experience

UK culture understanding

Clear spoken voice

Excellent communication

CRM proficiency

Order management software

Attention to detail

Multitasking

Team player

Problem solving

Education

Matric

Relevant qualification advantageous

Tools

CRM

Order management software

Job description

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

• 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.

Salary: R negotiable dependent on experience