Digital Solutions Specialist

7 days ago

Cape Town, Western Cape, South Africa Prestige Cosmetic Group Full time

We are excited to announce an opportunity for a Digital Solutions Specialist to join our team at Prestige Cosmetic Group in Cape Town, South Africa.

About the Role:

  • This is a full-time position requiring at least 2 years of relevant experience in customer-facing roles within the ecommerce retail sector.
  • You will be responsible for providing exceptional customer service across various channels, including email, live chat, telephone calls, public reviewing sites, and WhatsApp.
  • Your primary objective will be to deliver calm solutions to diffuse stressful technical situations, ensuring high levels of customer satisfaction.
  • You will also be expected to proactively advise customers on how to move through our loyalty tiers and ensure they can obtain maximum benefit from our Arc Store loyalty program.
  • In addition, you will identify trends in customer contact and flag problems real-time to the respective departments, making recommendations to improve systems or processes that would enhance the customer experience and reduce inbound customer contact.
  • The successful candidate will have excellent written and verbal communication skills, with a customer-centric mindset, and the ability to work efficiently with MS Suite (Outlook, Word, Excel).

Key Performance Indicators:

  • CUSTOMER SATISFACTION (CSAT): 90%
  • FULL-TIME RESOLUTION (FTR): 90%
  • SERVICE LEVEL AGREEMENT (SLA): 90/10 (90% first reply time)
  • First Reply Time: 2 hours

Benefits:

  • A competitive salary of R350,000 per annum, commensurate with experience, plus benefits.
  • An opportunity to work in a dynamic startup environment with a growing team.
  • Ongoing training and development opportunities to enhance your skills and knowledge.
  • A collaborative and supportive work environment with regular team-building activities.

Requirements:

  • At least 2 years of relevant experience in customer-facing roles within the ecommerce retail sector.
  • Excellent written and verbal communication skills.
  • A customer-centric mindset with a focus on delivering exceptional customer experiences.
  • Ability to work efficiently with MS Suite (Outlook, Word, Excel).
  • Fluent in English with excellent written and verbal skills.

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