Client Service Representative

2 months ago


Pretoria, Gauteng, South Africa Merchants Full time

Customer Support Specialist

Position Overview:
As a Customer Support Specialist at Merchants, you will serve as a key Brand Ambassador, acting as the initial point of contact for our valued customers. We seek individuals who are passionate about resolving customer concerns and providing answers to inquiries while being dedicated to delivering outstanding customer service with empathy and professionalism. In essence, we are looking for a commitment to ensure every customer interaction is positive and fulfilling.

Responsibilities:

Provide exceptional service by accurately identifying and addressing customer needs, exercising sound judgment when suggesting suitable solutions. Address customer requests, respond to inquiries and complaints, ensuring a high level of customer care and professionalism at all times. Handle complex customer inquiries and complaints with informed, accurate, and responsible responses in line with provided resources. Complete necessary documentation for each interaction, ensuring proper data entry for call history, communicating with relevant third parties when necessary, and/or initiating required customer fulfillment. Stay updated on program and product knowledge through a commitment to ongoing learning. Uphold strict confidentiality and comply with legislation and service guidelines regarding data usage.

Requirements:

Must possess Matric/NQF L4 qualification. Minimum of 6 months experience in a call centre environment. Previous experience in Call Centre, Retail, or customer-facing roles is highly recommended. Proficient in English. Willingness and ability to work rotational shifts. Strong oral and written communication skills. Business writing and chat skills are essential. Customer Service Orientation. Attention to Detail. Problem-Solving abilities. Adaptability and Resilience. Must be based in the Western Cape.

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