UK Escalations Specialist - Customer Care

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

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.