Customer Services Support Executive

1 week ago

Cape Town, South Africa Le Boat Full time

**_Business:_**_ Le Boat_

**_Location:_**_ Flexible but accessible to a Le Boat team base/office. Home/remote work entirely possible with suitable internet/phone connectivity._

**_Department:_**_ Customer Service_

**_Contract type:_**_ Mid-End May to Mid/End October - 20hrs per week - spread over 3-4 days per week including Monday and Friday_

**_Salary:_**_ To be defined according to experience_

**_Line Manager:_**_ Customer Service Team Manager_

**_Le Boat is an Equal Opportunity employer._**

**_At a glance_**
- As a Customer Service Support Executive, you will keep the Customer at the heart of everything you do and will do everything you can to help deliver the best possible Customer experience. You will be a key support member of the Customer Service’s team whose purpose is:_
- _To effectively manage complaints, maximising service value and minimising risk/cost
- _To proactively support the delivery of consistently exceptional service to every customer_
- _To take outputs of complaints and drive positive changes across the business to
- minimise future customer impact**_As part of your main duties, you will:_**
- _Play a key part in all stages of the complaint management process, from acknowledging, evaluating and investigating complaints, to ensuring compensation, refunds or gestures of goodwill are processed correctly and effectively.
- _Follow internal processes, communicating with teams internally to ensure Customer complaints, feedback and concerns are fully investigated so that a complete set of information is available to bring situations to the right conclusion in respect of given timeframes._
- _Monitor and record details of accidents or incidents as per internal processes, as well as proactive details from Base Teams regarding ongoing Customer situations, actions and outcomes, communicating effectively within Customer Services to identify opportunities for further action or better resolution._
- _Take direct ownership of some more simple “fast track” questions, queries or concerns, tailoring your communication to suit each individual situation_
- _Actively and enthusiastically support the processes around sharing positive Customer feedback and recognising service highlights._
- The role requires a friendly, professional communicator who loves providing a great Customer experience. Flexibility is key._

**_Skills Required_**
- _Customer focussed with experience of delivering excellent customer service
- _Highly organised - able to manage priorities and meet deadlines, even when under pressure._
- _Good attention to detail and comfortable following processes_
- _Excellent communication skills with the ability to adapt your communication style to suit individual/situational needs
- _Friendly, professional & able to build strong internal/external relationships
- _Able to work independently and on own initiative, as well a being a positive team player_
- _PC skills (Outlook, Word, Excel)
- _Fluency in written and spoken English and either French or German is essential. Additional languages skills advantageous (Dutch/Spanish/Italian).
- Great enthusiasm for holidays and the Le Boat product_

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