Customer Support Representative

2 weeks ago

Cape Town, South Africa Shop2Shop Full time

**Purpose of role**:
**Key responsibilities**:
Be the first point of contact for customers and ensure every interaction is friendly and professional, making customers feel valued and respected.
Resolve customer complaints and issues, ensuring customer satisfaction targets are met or exceeded.
Achieve set customer service metrics, including call handling time, first call resolution, and customer satisfaction scores.
Keep up to date with the latest products and services and provide accurate information to customers.
Work collaboratively with other team members to ensure that every customer receives the best possible service.
Use active listening skills to understand customer needs and provide appropriate solutions.
Handle customer inquiries from various language backgrounds, ensuring clear and effective communication.

**Core competencies**:
**Customer focus**: Being able to understand the customer’s needs and preferences and deliver solutions that meet or exceed their expectations.

**Problem-Solving Skills**: Being able to identify issues, gather information, and propose solutions to resolve customer complaints and issues.

**Adaptability**: Being able to work in a fast-paced and changing environment, and quickly adapt to new tools, processes, and procedures.

**Teamwork**: Being able to work collaboratively with other team members to achieve common goals and deliver outstanding customer service.

**Resilience**: Being able to handle high-stress situations and manage customer complaints with a positive and professional attitude.

**Technical Skills**: Being able to use various software programs and tools, including CRM systems, knowledge bases, and ticketing systems, to provide effective customer service.

**Multitasking**: Being able to handle multiple tasks and inquiries at the same time, without compromising on the quality of service.

**Empathy**: Being able to understand and relate to the customer’s emotions and respond in a caring and supportive way.

**Continuous Learning**: Being committed to ongoing learning and development, and continuously improving skills and knowledge to deliver exceptional customer service.

**Qualification and experience required**:
Matric certificate or equivalent
Relevant tertiary qualification such as a diploma or degree in customer service, hospitality, communication, or related field
At least 1-2 years of experience in customer service or related field
Experience in a call center or similar environment is a plus
Experience using customer service software or tools
Familiarity with customer service metrics and KPIs
Experience in working with a diverse customer base, including customers from different language and cultural backgrounds

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