CORE RESPONSIBILITIES
- Deliver professional and empathetic customer support
- Answer customer enquiries within a timely and accurate manner
- Understand client's needs, build rapport, and foster a positive customer relationship
- Communicating issues to various departments
- Create and manage customer orders, service call outs and warranty claims
- Inform and educate customers on our products and services
- Provide thorough solutions to customer issues
- Capture and process customer interaction information
- Set clear time frames and expectations on when responses will be received & followed up
- Attend training, maintaining up to date and relevant knowledge on products, services, and policies
- Provide a wide range of support to other team members and departments
- Ad-hoc duties as manager requires
KEY CHALLENGES FOR THE ROLE
- Working within a high volume and dynamic environment
- Ability to successfully manage multiple competing priorities
- Handling simultaneously interactions across voice and digital channels
EXPERIENCE & SKILLS REQUIRED
Mandatory (critical for the role)
Desirable (Preferable for the roe)
● ● Exceptional customer service
● Ability to build relationships with diverse stakeholders
● Intermediate computer skills
● Zendesk
● Previous experience in a similar role
● Retail or Consumer product experience
● Office 365
VALUES & SOFT SKILLS REQUIRED
● Excellent communication, organisation & time management skills
● Team player who establishes strong working relationships and collaborates with others to achieve goals
● Proactive with the ability to work independently and part of a team
● Time management and the ability to prioritise tasks.
● Sound conflict resolution and problem-solving skills
● Strong initiative & tenacity
