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Customer Sales Agent
3 months ago
Role purpose:
As an online business, customer services is the first human contact customers have with the brand. It is essential that the experience we provide transcends the bare minimum.
The incumbent must be able to handle multiple channels, queries and issues with calm professionalism, whilst also having a basic knowledge of sales.
Key accountabilities:
Handling complaints, queries, troubleshooting common issues such as registration, check out and educating customers on how the site works through multiple channels:
Inbound calls
Live chat/Whatsapp
Social
Additionally outbound call, following up with merchants and customers, or to track the status of product deliveries
Ensuring performance targets are hit and exceeded (resolution, response standards, customer ratings and quality)
Requirements:
Minimum of two years' experience in a customer services role within the digital/ecommerce space
Must be fluent in spoken and written English as well as a second official language
Proficiency in a third official language advantageous
Outbound/sales experience advantageous
Proven track record in providing quality service to customers, and hitting and exceeding daily resolution targets
Exceptional telephonic skills
E-commerce experience preferred.
Strong digital skills i.e working with CRM/communication platforms.
Technically proficient using backend admin systems.
Ability to adopt/learn about new technologies.
Freshdesk/Zendesk or similar experience
Personal attributes:
High EQ with the ability to stay calm in the face of anger and frustration.
Multi-tasker with the ability to prioritise and manage multiple queries across channels on a daily basis
Passionate about teamwork with strong interpersonal skills and the ability to work as an effective team member
Responsible and accountable
Problem-solving skills
Excellent listening skills
Must be driven/self-motivated
