Customer Service Agent
Description
How will you contribute?
- Provide an exceptional and positive client experience for our customers to establish a good customer relationship.
- . Respond to customer queries via a variety of channels, including calls, emails, live chat, eBay and Facebook.
- Ensure department performance expectations are being met by establishing high satisfaction ratings and adhering to service level agreements (SLA).
- Assist in the processing and management of online orders, including actioning and administrating refunds for customer cancellations and returns.
- Communicate with management and other departments within the company to raise and resolve issues encountered with systems, processes, the website and to provide solutions to customer queries.
- What do you need to be able to do?
What do you need to be able to do?
- Conduct yourself in a professional manner whilst conveying a positive attitude, courteous mannerisms, a willingness to assist and an empathetic demeanour when communicating with customers.
- Communicate clearly and concisely and listen and digest information provided by customers in order to deliver a solution quickly and effectively.
- Respond and resolve customer queries in an efficient and timely manner to assist in reducing wait times for customers and the department’s workload.
- Remain reactive, resilient, and calm under pressure when interacting with challenging customers and difficult scenarios.
- Familiarise and continuously educate yourself on the products and services the client offers.
- Refer to and retain information on the company’s policies, systems, and procedures.
What qualifications / experiences do you need?
- Demonstrated experience (ideally 2+ years) in a Customer Service environment.
- Demonstrated experience (ideally 2+ years) in managing small to medium sized teams effectively.
- Proficiency in Microsoft Office, in particular Excel.
- Experience using customer management platforms – Zendesk preferred