Online Retail Customer Care Agent

4 weeks ago


Roodepoort, 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 order-related tasks, including placement, tracking, modifications, cancellations, and returns, ensuring accuracy and adherence to company policies.
- Develop an in-depth 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 cross-functional 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 customer-centric approach.
- Excellent written and verbal communication skills, with the ability to adapt to different communication channels and customer needs.
- Strong problem-solving 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**: R6,000.00 - R8,000.00 per month


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