Customer Returns Agent

3 weeks ago

Cape Town, South Africa Yuppiechef Online (Pty) Ltd Full time

**Who we are and what we’re looking for**

At Yuppiechef we see ourselves as helping people find moments of joy at home. We’re here to offer outstanding and memorable service, while selling things that our customers love using. We’re foodies and home lovers and aesthetes and early adopters, and we’re passionate learners more than we’re experts. We have a loved online store and nearly 20 beautiful physical stores across SA, and are a proud member of the dynamic Mr Price Group. Our offices in Westlake, Cape Town, have a view of the mountains, a beautiful Rancilio coffee machine, and plenty of books to borrow. They’re filled with people who value excellence, and who like to make and eat pizza together. We’re always looking for new people to teach us new ways of doing things and help us make big things happen. We’d love to know if you might be one of them.

Yuppiechef is looking for an inquisitive problem solver, who thrives in a high-volume and pressurised environment. Our **Customer Returns Agent** needs to be a bit of an octopus, with reach in every direction. Not only are you dealing with customers, but you are also relaying their issues to the suppliers and making sure that you are communicating the right message to the right party at the right time. If this sounds like fun, this role could be for you.

**What your role looks like**

Your friends and colleagues might mistake your role as some variation of a CSI agent. True excitement will reign with all the photos and note-taking that you will be doing to make sure that the culprit takes responsibility for this returned product. This role takes responsibility for ensuring all customer returns are processed in line with specified SLA’s and avoiding delays in processing customer refunds while ensuring we maximise our credit recovery with suppliers. The opportunity to liaise with suppliers, managing credit requests and creating open communication channels to figure out what really happened will be ample.

**Who you’ll be working with**

You will be reporting to the Aftersales, Team Lead and work closely with our always-ready retail stores, warehouse and our exceptional Customer Support team.

**Who you are**

We are looking for a teammate who has high attention to detail, a high level of emotional intelligence and is passionate about solving problems and sorting out issues on various levels every day. You take pride in your work and get excited when the going gets tough because it’s times like these that truly showcase your grit and determination. This role is for someone who will thrive in an environment where processing data and following up with different departments and suppliers gets you excited. You are able to communicate effectively and express energy and a need for achievement and reaching the overall business goals.

**What experience and skills you need for the role**

This role is best suited for an efficient, proactive problem solver who’s ready for a challenge. Ideally, you should have:

- Experience in multiple communication methods and excellent communication skills
- Strong computer agility (ability to work between various systems)
- Proven working experience in a customer support role
- Proven experience in a quality assurance role
- Ability to work independently with strong self-management skills
- Exceptional listening, analysis, written and verbal skills
- Strong interpersonal skills that enable you to interact effectively with our trade partners and with clients
- Ability to work gracefully and effectively in a fast-paced and changing environment
- E-commerce experience is advantageous

**Environment, Equipment, Pay and Benefits**
- _Equipment you’ll use: _
- A Macbook
- Various online packages, reporting tools and internal databases
- Environment:

- Fully-equipped, a communal kitchen where you can use the tools we sell
- A fully-stocked coffee station where you can hone your barista skills
- Parking available
- _Pay and Benefits: _

We pay competitive, market-related salaries based on skills and experience, your salary is based on a “Total Cost To Company” model and includes:

- Medical Aid (Discovery) contributions
- Group Life Cover
- Retirement Annuity
- 17 Days Paid Annual Leave increasing to 20 days with length of service.

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