Customer Service Agent

1 day ago

Cape Town, South Africa Pet Heaven Full time

**JOB OVERVIEW**

At Pet Heaven we obsess about Making Pet Parenting Easy. Customer happiness needs to be your mission in life and creating awesome moments your specialty.

We are looking for an enthusiastic pet lover to join our current team and to help ensure that each and every customer who deals with Pet Heaven has an exceptional experience. As Customer Service Agent you will work in a friendly team environment and have to be willing to go the extra mile.

The best part of this job is that you get to talk to people about their pets, their preferences and help us to identify how we can make pet parenting easier.

**ROLES & RESPONSIBILITIES**

**Your main focus will be on**:

- Live chat support to Pet Heaven customers
- Answering and making customer service phone calls (solving problems and advising customers)
- Fresh Desk ticketing problem solving and assisting customers
- Ensuring all customer queries are responded to within 3 hours

**Some of the things you will be accountable for**:

- Resolving all delivery queries
- Primary contact to solve customer preferences and requests
- Coordinate special and/or priority deliveries
- Work with Warehouse Coordinator to assist in order fulfilment
- Work with Development Team on website issues
- Coordinating returns & exchanges with Operations team
- Proactively identify and communicate possible service delays
- Test and improve customer’s online experience
- Must love pets/animals
- Great communicator
- 1+ years experience in customer service
- Tertiary qualification
- Experience with Fresh Desk advised
- Experience with Magento beneficial
- Multi-task like a pro
- Be highly efficient on a computer
- Fast learner
- Creative and forward thinking (takes initiative)
- Logical approach to problem solving (root cause analysis)
- Assertive and confident in their own decisions - this includes dealing with difficult customers, but being professional about it at all times
- Great team player - you need to be willing to jump in and assist when/where needed
- Attention to detail

**Benefits**
- Casual wear
- Special furmily discount

**Other Important Information**
- Where: CPT or JHB ( CPT preferred)
- Start Date: ASAP
- Salary: Based on skill and experience
- Office based role - own reliable transport needed.

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