Ftc Customer Service Agent

1 week ago


Cape Town, South Africa Wellness Warehouse Full time

**JOB DESCRIPTION**

**Job Title:
**Customer Service Agent**

**Location:
**Cape Town - Support Office / Hybrid
**Department:
**Customer Service
**Reporting Line:
**Customer Service Team Lead
**Job Purpose**:
The purpose of the customer service agent is to assist customers with queries regarding products and/or orders. They also assist in resolving complaints and provide customers with information about products and service offering.

**AREAS OF RESPONSIBILITY**:
**Customer Service**
- Responds to and resolving of customer service queries and complaints
- Allocate tickets to relevant departments - i.e., Merchandise, Wellness Consultant, Product Technologist, Retail Operations, etc.
- Handle Live Life Well loyalty program queries and escalate when necessary to the Retail Operations team
- Advise improvements for customer service processes
- Telephonic assistance, when required, to resolve customer queries effectively

**Ecommerce Specific Operations**
- Returns/Exchanges of damaged items
- Booking of collections
- Liaising with Ecommerce DC, Merchandise, Planning & Stores to resolve problematic customer queries/orders efficiently
- Manual order processing and follow ups
- Request refunds and refund proof of payments
- Investigating failed online payments/orders
- Activating and linking Live Life Well loyalty profiles to online customer profiles

**JOB SPECIFICATIONS**:

- FMCG Retail store experience
- Previous customer service experience (Online / in store)
- Very good written and verbal communication skills
- Excellent customer service skills



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