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Customer Service

1 month ago

Cape Town Western Cape, South Africa Ground One Direct Marketing Full time

We are seeking a friendly, professional, and customer-oriented individual to join our customer service team. The Customer Service Representative will be responsible for providing excellent service and support to customers, ensuring that inquiries, issues, and complaints are addressed promptly and effectively. This position requires strong communication skills, problem-solving abilities, and a genuine desire to assist customers. Key Responsibilities: Customer Support: Answer customer inquiries via phone, email, chat, or in person. Provide accurate information about products, services, and policies. Problem Resolution: Address customer concerns, issues, and complaints in a calm, professional, and efficient manner. Resolve issues in a timely and satisfactory manner, escalating as needed. Product Knowledge: Maintain a deep understanding of the company’s products and services to effectively assist customers and provide relevant information. Order Management: Process customer orders, returns, exchanges, and cancellations. Ensure orders are fulfilled accurately and promptly. Record Keeping: Maintain accurate records of customer interactions, transactions, feedback, and complaints. Follow-up: Ensure follow-up with customers to confirm satisfaction and gather feedback on service provided. Collaboration: Work closely with other teams, including sales, billing, and technical support, to ensure customers’ needs are met. Customer Feedback: Gather customer feedback to improve processes, products, and overall customer experience. Required Skills & Qualifications: Communication Skills: Excellent verbal and written communication skills with the ability to listen actively and provide clear responses. Problem-Solving: Strong ability to troubleshoot customer issues and find effective solutions in a timely manner. Customer-Focused: A genuine desire to help and engage with customers and a commitment to providing top-notch service. Attention to Detail: Ability to maintain accurate records, handle multiple inquiries at once, and pay attention to details. Technical Proficiency: Familiarity with customer service software (e.g., CRM systems) and Microsoft Office or similar applications. Multitasking: Capable of managing multiple tasks or conversations simultaneously in a fast-paced environment. Team Player: Ability to work well in a team environment while also being able to handle tasks independently. Time Management: Strong organizational and time-management skills to prioritize tasks and meet deadlines. Preferred Qualifications: Experience: Prior experience in customer service, retail, or call center environments is a plus. Education: High school diploma or equivalent required. Bachelor’s degree in business or a related field is a plus. Language Skills: Bilingual abilities (e.g., English/Spanish) are an advantage. Working Conditions: Regular office hours or shifts as determined by company needs. Occasional overtime may be required based on business demands. Ability to work in a high-energy, fast-paced environment. Benefits (optional): Health and dental insurance Paid time off (PTO) Retirement plan options Employee discounts Professional development opportunities