Ftc Customer Service Agent
5 days ago
**JOB DESCRIPTION**
**Job Title:
**Customer Service Agent**
**Location:
**Cape Town - Support Office / Hybrid
**Department:
**Customer Service
**Reporting Line:
**Customer Service Team Lead
**Job Purpose**:
The purpose of the customer service agent is to assist customers with queries regarding products and/or orders. They also assist in resolving complaints and provide customers with information about products and service offering.
**AREAS OF RESPONSIBILITY**:
**Customer Service**
- Responds to and resolving of customer service queries and complaints
- Allocate tickets to relevant departments - i.e., Merchandise, Wellness Consultant, Product Technologist, Retail Operations, etc.
- Handle Live Life Well loyalty program queries and escalate when necessary to the Retail Operations team
- Advise improvements for customer service processes
- Telephonic assistance, when required, to resolve customer queries effectively
**Ecommerce Specific Operations**
- Returns/Exchanges of damaged items
- Booking of collections
- Liaising with Ecommerce DC, Merchandise, Planning & Stores to resolve problematic customer queries/orders efficiently
- Manual order processing and follow ups
- Request refunds and refund proof of payments
- Investigating failed online payments/orders
- Activating and linking Live Life Well loyalty profiles to online customer profiles
**JOB SPECIFICATIONS**:
- FMCG Retail store experience
- Previous customer service experience (Online / in store)
- Very good written and verbal communication skills
- Excellent customer service skills
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