Agent

7 months ago

Johannesburg, South Africa Believe Resourcing Full time

Our Client

**KEY ACCOUNTABILITIES**
- Brand ambassador for the client
- Ensure customer service is provided at a high standard
- Ensure that all customers can communicate with ease by acting quickly and consistently
- Display your passion for service by always putting customers first
- Make sure the customer is at the heart of every conversation
- Achieve all personal KPIs
- Take ownership and responsibility for personal development, learning and performance levels
- Willingly undertake all necessary training provided by the Training Manager or client Our goal is to ensure, as a team, we meet, deliver and where possible, exceed our client’s expectations and Service Level Agreements (SLA’s).

**MAIN ACTIVITIES**
- The first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scripting
- Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics
- Update and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issue
- Keep managers and team members updated with sensitive or potential Brand impacting issues
- Follow agreed Customer Service processes, but recognise when you need to do something different in the interests of customer satisfaction
- Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement
- Escalate any sensitive customer issues through the agreed channels
- To ensure that all information captured is recorded clearly and concisely without spelling errors
- To consistently deliver optimum levels of quality and service at all times
- To actively create trust with the customer by demonstrating an open and honest approach
- To use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the client

**KEY SKILLS**

**Essential**
- A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
- Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
- Excellent interpersonal skills; able to communicate with customers and colleagues at all levels
- Ability to work in a fast-paced environment with tight deadlines
- Able to multi-task and manage own workload and prioritize tasks to achieve deadlines
- Able to remain calm under pressure
- Strong written and verbal communication skills
- Experience working in a customer-facing environment
- Works well within a team
- Confident IT skills
- Flexibility, professionalism, drive, and willingness to learn

**Desirable**
- Experience of working in a contact center environment
- An understanding of high-end fashion brands
- An interest in fashion

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