Customer Experience Administrator

2 weeks ago

Bellville, South Africa BRIGHTS HARDWARE Full time

**_Ref #: CEA03- FEB22(BS)_**
- Department: _ Customer Experience
- Reporting to_: Omni - Channel Customer Experience Manager
- Purpose_The purpose of this job is to effectively ensure exceptional customer service and experience across all the touchpoints of the Brights customer’s journey. The Customer Experience Administrator will offer support to customers who have questions, concerns, problems or who want purchase any of our products and services. The incumbent must be highly organised service driven Brights brand custodian who always passionate about making our customer experience positive and meaningful. To be successful is this role, you must be good a conversational communicator, an active listener who is able to identify the needs of customers and resolve problems.

**_Key Responsibilities: _**
- Ensure that customers are always satisfied
- Ensure customer enquiries, compliments & complaints are professionally and efficiently dealt with timeously
- Ensure efficient compliments of all customer service and eCommerce related administration duties
- Assist with request for quotes
- Prepare stock for online fulfilment: Timeously pick & pack stock from shop floor, assist in the management of the delivery schedule of online store orders, liaise with branches for stock transfers required for online order fulfilment, assist customers with tracking orders via 3rd Party Courier service providers
- Accurately update & maintain customer profiles & preference on PUTTY
- Participate in perpetual branch stock takes
- Assist with the recording of information for monthly performance reporting purposes
- Liaise with cross - functional teams for support related to any customer experience journey matters that need resolution
- Contribute to achievement of customer excellence targets
- Assist with handling eCommerce related customer enquiries
- Strive to become a Brights brand & product expert
- Provide frequent feedback on innovative and creative ways to exceed performance targets, drive revenue & improve the retail customer experience
- Contribute to efficiency of completing departmental tasks timeously & accurately
- Provide administrative support to your supervisor & departmental team
**_Requirements: _**
- Matric Certificate or Equivalent
- At least 2-year experience in a Consumer Retail environment, Contact Centre, or eCommerce environment
- Formal Training certification in; Retail management, Logistics/Operations Management/Supply Chain Management or Business Management / Marketing, Communication or Commerce
- Operational background in dealing with retail branch / franchise network
- Ability to interact with customers, suppliers, service providers and other external parties
- Confidence in communicating, sharing information and providing feedback
- Good working knowledge of internet browsers, MS Excel & MS Outlook
- Basic math skills and sound mathematical reasoning
- Strong organisation skills, motivated to complete tasks
- Strong ability to fill out work records with a great attention to detail
- Ability to read and interpret data and draw valid conclusions
- Must be able to work weekends and overtime as required

We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company’s equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.

**Job Types**: Full-time, Permanent

**Education**:

- High School (matric) (required)
**Experience**:

- Consumer Retail or eCommerce environment: 2 years (required)

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