Customer Service Agent

**Main Purpose of the Job**:
Responsible for easing the CRC customer through lifecycle with functional, emotional and behavioural expertise, conveying this customer experience bond required by the luxury environment set by the Nespresso brand.

**Job Specifications**:
**Complaints or Information requests**
- Understand customer request/complaint, bringing the most appropriate answer/solution according to CRC Guidelines.
- Gather information /answers next to different departments/suppliers in order to deliver the right solution to the client

**Customer Account Management and**
- Follow-up satisfied and unsatisfied client requests concerning invoice and client data correction.
- Gather information /answers next to different departments/suppliers in order to deliver the right solution to CRC customers

**Outbound Campaign Management**
- Execution of campaigns: optimize use of outbound call lists,
- Study account details to understand customer profile,
- Perform outbound calls according to each campaigns specific objectives.

**Social Media**
- Monitor social media conversations and activity eg livechat, and work with internal teams to field customer and support question
- Familiarity with social media and digital communications and knowledge of the role they play in building brand awareness, engagement, and traffic

**Order & Delivery**
- Follow-up satisfied and unsatisfied client requests concerning the order or delivery aspects.
- Gather information /answers next to different departments/suppliers in order to deliver the right solution to CRC customers

**Technical**
- Follow-up satisfied and unsatisfied client requests concerning the repair or machine delivery aspects.
- Gather information /answers next to different departments/suppliers in order to deliver the right solution to CRC customers

**Solve Customers’ requests, raised through any channel of contact**
- Respecting business and compliance procedures
- Using the right tone of voice adapted to the channel and situation with care and listening attitude towards the customer
- Being empowered to solve and commit to actions
- Being efficient in resolution, while always meeting the quality standards of Nespresso

**Promote the brand by acting as a brand ambassador towards the customers**
- Sharing his passion for the brand, products and services
- Always delivering an unbeatable level of service to the customer
- Acting professional
- Building relationship to the brand by creating proximity, personalization and sense of service

**Master customer service interactions, with the right attitude, skills & productivity specific to each channel**
- Phone: Quality of speech and voice
- Social Media: Constant awareness of the stakes on brand reputation

**Competencies**:

- Solve Prospect and customer requests, raised through any channel of contact
- Promote the brand by acting as a brand ambassador towards the customers
- Expertise in oral communication for each type of customer (open-minded, listening, understanding of customer’s needs and ability to capture customer’s interest)
- Develop sales by handling the customer purchase; providing impactful advices and information on products and services; identifying and leading up-sells / cross sells
- Provide ideas of innovation and alert on customer insights to management
- Master customer service interactions, with the right attitude and skills specific to each channel
- Effective implementation and running of Nespresso Campaigns
- Recommendations for continuous improvement of performance
- Displaying a passion for customer service and a commitment to exceeding customer expectations
- Presenting excellent interpersonal and communication skills, for communicating effectively with both Customers and Co-Workers in challenging situations
- Willingness to work flexible hours as and when required

**Requirements**:
The incumbent is required to meet at least the following requirements:

- Matric
- Relevant qualification advantageous
- Minimum 5 years’ experience in a customer service role
- Highly proficient in MS Office
- Join our growing team, a taste of something better awaits you_

Ability to commute/relocate:

- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (preferred)

**Experience**:

- Customer service: 3 years (preferred)