Customer Service Agent pet Heaven

2 days ago

Cape Town, South Africa Silvertree Capital (PTY) ltd Full time

We are seeking a passionate, empathic and friendly Customer Service Representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR, you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.

**ROLES & RESPONSIBILITIES**
- Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- keep records of customer interactions, process customer accounts and file documents
- Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction
- Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information
- Maintain a positive, empathic and professional attitude towards customers at all times
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Follow communication procedures, guidelines and policies
- Meet personal/customer service team sales targets and call handling quotas
- Collect and record customer feedback and information, and share that with appropriate departments and team members
- Attend all required customer service-related meetings
- Go the extra mile to engage customers

**KEY REQUIREMENTS**
**Qualification & Experience**:

- Matric Certificate
- 1- 2 years of experience in customer service role or a customer service-related role

**Skills & Competencies**:

- Must Have:_
- Fluency in English (verbal and written) and have excellent written and verbal communication skills
- Strong phone contact handling skills and active listening skills
- Basic computer skills and excellent phone disposition
- Ability to multitask, prioritise, and manage time effectively
- Ability to thrive in a fast-paced and sometimes high-pressure environment
- Friendly, patient, compassionate, and have a positive attitude
- Customer orientation, ability to adapt and to foster and maintain relationships
- Willingness to work independently and as part of a team
- Advantageous:_
- Experience in Fresh desk systems and practices

**ABOUT US**
Pet Heaven is a Proudly South African online store which strives to deliver the best, quality products to South African pet parents' doors. We stock everything a pet parent needs from food, to beds, bowls, accessories and more.

**Our mission**
Making pet parenting easy is at the core of everything we do at Pet Heaven. We have everything your furry friend needs with a range of over 6,000 products and your favorite brands like Royal Canin, Hill's Science Plan, Ultra Pet, Montego, M-Pets, Rogz and more
We work to reduce our environmental impact each day and enable our pet parents to make the switch too.

**OUR CULTURE AND TEAM**
- Our values are, Be curious, Build for tomorrow, Be Passionate, Nurture Trust, Ownership and Innovate
- We are close-knit and encouraging
- We are self-motivated and strive to see projects through to completion
- We innovate as we grow
- We encourage teamwork and participation
- We have created a relaxed but professional working environment
- We respect all people and cultures
- We believe in keeping our team happy so that the work we produce is of the highest quality

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