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Customer Delight Manager

3 months ago

Paardeneiland, South Africa Mobelli Furniture + Living Full time

Purpose:


To delight and wow our customers by providing them with high-level professional consultation, building relationships that encourage their lifetime affair with Mobelli.

These customers will be retail customers, designers, decorators, architects, developers, and hospitality.

The Role:

Top Responsibilities:

  • Handle customer queries and complaints, up until a resolution is met
  • Assisting the sales staff with technical queries and providing guidance with issues they are facing
  • Investigating customer complaints/queries to establish whether guarantee claims are valid, by gaining as much information as possible from the client/sales person
  • Always conducting yourselves in a professional manner whilst keeping the integrity of the business in the highest regard, but always ensuring the customer is looked after
  • Enter all information regarding the complaint/query into our CRM system to keep track of progress and for reference purposes and effectively tracking and analyzing customer query tickets
  • When necessary be able to drive, deliver and collect items which may require repairs.
  • Identify bottlenecks in our processes that impact on customer delight and find solutions to improve on these areas
  • Dealing with suppliers and maintaining positive relationships with them
  • Working closely with warehouse staff and assisting each other as best as possible where necessary to ensure customers' complaints/queries are resolved

Skills, Traits & Competencies:

  • Excellent written and verbal communication skills
  • Experience in building customer relationships
  • Experience in selling, negotiation and objection handling
  • Demonstrate strong problem solving skills by investigating and providing solutions
  • Be a fast learner with an intuitive mindset and highly resourceful
  • Ability to make decisions in difficult circumstances
  • Demonstrate strong organizational and planning skills
  • Exhibit strong levels of assertiveness in handling situations effectively with customers and employees
  • Excellent technical understanding with the ability to use power tools for repairs
  • Live the company culture and values
  • Critical thinker
  • Computer literacy
  • High energy levels
  • Ability to manage conflict & stress
  • Positive mindset
  • Goals driven
  • Passionate about learning and selfdevelopment
  • Assertiveness
  • Resilience

Other Important requirements:

Grade 12 Certificate

Driver's license (code 8) required

High-end furniture retail sales experience advantageous

Ability to commute/relocate:

  • Paarden Eiland,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Application Question(s):

  • Do you have excellent technical understanding with the ability to use power tools for furniture repairs?

Experience:

- objection handling: 3 years (required)

License/Certification:
- drivers licence (required)