A customer service employee is responsible for handling an array of front-office duties. Some of these tasks include interacting with customers over the phone, in person and/or via email. Throughout all these interactions, a customer service employee must maintain a high level of professionalism and present the organization in the best light possible. He/she must keep in mind that each interaction affects the company’s reputation in either a positive or negative way.
An exciting career opportunity in an international, challenging business setting characterised by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognised and well-rewarded.
Builds sustainable relationships of trust through open and interactive communication, Goes the extra mile to engage customers
Manages large amounts of incoming calls and e-mails, stays friendly and helpful, identifies and assesses customers’ needs to achieve customer satisfaction, Greets customers warmly and ascertains problem or reason for calling in a quick manner
Handles complaints, provides appropriate solutions and alternatives within the time limits and follows up to ensure resolution
Assists with placement of orders, credit notes and claims.
Works with customer service manager to ensure the service levels for customer service are being delivered.
Collaborate with internal and external stakeholders to reach the common goal.
Communicate effectively with all stakeholders so parties understand the goal and expectations.
Defines clear and achievable goals for himself and collaborates with stakeholders to reach the desirable result.
Focuses his efforts to meet the needs or expectations of his internal or external customers.
Maintains a high standard of quality and stands for his quality of work.
Is able to detect problems or bottlenecks and resolves these issues as soon as they come to light.
We are looking for
Strong phone contact and email handling skills and active listening skills
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize and manage time effectively
Critical-thinker and problem-solver
Ability to work with minimal supervision
At least two years of experience in a similar position, preferably within e-commerce;
Experience with CRM software, preferably with SuperOffice or SalesForce
Knowledge of Microsoft Office programs (Excel/Outlook/Word).