Customer Service Agent
2 weeks ago
High-end skincare and** **lifestyle brand is seeking a Customer Service and Experience Agent. This position is based in Stellenbosch, Cape Town.
**The role**:
**Customer Experience**
- Drive customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touchpoints
- Provide “above and beyond” customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience
- Tackle an array of problems, questions, or comments from their customers and tailor solutions accordingly
- Master their internal management system in order to efficiently and effectively help their customers
- Provide Marketing team with insights, client segmentations, database, etc.
- Become an expert on the policies, products, and brand, including details on their ingredients/packaging
**Customer Service**
- Identify customer questions, concerns, and overall needs
- Provide accurate answers and solutions to customer queries
- Address customer complaints in a compassionate and patient manner
- Redirect customers to appropriate teams and/or departments as needed
- Liaise with 3rd party logistic suppliers
- Develop professional relationships with ongoing customers through excellent customer service
- Follow-up with callers on complaint and/or question resolution status
- Collaborate with Marketing, R&D, sales teams, and other company departments to ensure overall customer and product satisfaction
**The requirements**:
- Matric certificate
- 2yrs customer service experience, preferably in online retail industry
- Familiarity with CRM systems is preferred
- Excellent interpersonal communication skills, both verbal and written
- Fantastic phone skills, i.e., well-spoken, excellent active listening skills
- Highly detail oriented with exceptional writing skills
- Ability to communicate and interact with all kinds of people (both externally with customers, and
- internally with company team members and other departments)
- Motivated, energetic, driven work ethic
- Self-reliant and adaptable
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