Online Retail Customer Care Agent

2 weeks ago

Roodepoort, Gauteng, South Africa Gadget Boss Full time

Are you an experienced and customer-focused professional looking for a rewarding opportunity in the online retail industry? We are seeking a skilled Online Retail Customer Care Agent with a minimum of 2 years of experience to join our dynamic team.

If you have a passion for delivering exceptional customer service and possess excellent communication skills, this could be the perfect role for you

Responsibilities:

  • Manage orderrelated tasks, including placement, tracking, modifications, cancellations, and returns, ensuring accuracy and adherence to company policies.
  • Develop an indepth understanding of our product line, including features, specifications, pricing, promotions, and updates.
  • Troubleshoot technical issues or difficulties customers may encounter while using our website, mobile app, or other digital platforms.
  • Handle customer complaints empathetically, offering appropriate solutions to ensure satisfaction and retention.
  • Communicate effectively and professionally with customers, colleagues, and other teams, demonstrating active listening skills and adapting to different customer needs.
  • Maintain accurate documentation of customer interactions, including inquiries, resolutions, and relevant details in our CRM system.
  • Collaborate with crossfunctional teams to address systemic issues and contribute to process improvements.
  • Monitor and measure customer satisfaction levels, analyze feedback, and take necessary actions to enhance the customer experience.
  • Adhere to company policies, guidelines, and ethical standards when interacting with customers and handling sensitive information.
  • Efficiently manage workload, prioritize tasks, and meet service level agreements and response time targets.
  • Stay updated with industry trends, customer care best practices, and new technologies relevant to online retail.

Qualifications and Skills:

  • A diploma or Bachelor's degree in a relevant field is preferred, but not mandatory.
  • Minimum of 2 years experience as an Online Retail Customer Care Agent or in a similar customer service role.
  • Exceptional customer service skills with a customercentric approach.
  • Excellent written and verbal communication skills, with the ability to adapt to different communication channels and customer needs.
  • Strong problemsolving and troubleshooting abilities, with a focus on finding efficient and effective solutions.
  • Ability to handle customer complaints with empathy, patience, and professionalism.
  • Proficiency in using CRM systems and other customer support tools.
  • Knowledge of online retail practices, including order management, product knowledge, and website/app navigation.
  • Strong organizational skills and the ability to prioritize tasks and meet deadlines.
  • Attention to detail and accuracy in documenting customer interactions and processing orders.
  • Strong commitment to maintaining customer privacy and data security.
  • Continuous learning mindset, staying updated with industry trends and best practices.
We thank all applicants for their interest. However, only those selected for an interview will be contacted.

Salary:
R6, R8,000.00 per month

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