Customer Support Administrator

Key Responsibilities
JOB DESCRIPTION

• To provide efficient all-round superior customer service delivery experience, and adhering to SLAs and quality standards:
• Resolve customer queries, complaints and general engagement with superior customer service in mind and within agreed SLAs. Escalate any issues or tasks which may exceed SLA timeously to the Customer Support Team Leader.
• Deliver consistent and streamlined services within the correct procedures relating to the various teams within the department.
• Document and log all relevant query information accurately and timeously.
• Coordinate activities and make logistical arrangements where required.
• Process all relevant administration across deliverables including core requirements like:

Customer Enquiries, Complaints, and Compliments Management

• Receive, log, and assign customer queries, complaints, and compliments through the Customer Service Management (CSM) system, and solicit feedback from the relevant departments.
• Facilitate timely resolution with the correct department, follow up where tickets are outside of SLA and update and close tickets upon completion, ensuring all details are accurately captured and updated (e.g. CSM or Google Info) for visibility and analysis.

Specialised Store-Supported Customer Request Handling

• Handle incoming quotation requests by drafting quotes and verifying product availability, or, for specialised products such as jewellery, coordinate with the appropriate department to obtain the necessary information. Ensure the timely delivery of final quotations to stores or customers.
• Engage with customers to facilitate return and refund requests, ensuring requests align with warranties and store guidelines. Guide customers through the process and oversee the refund to ensure smooth and timely resolution.
• Handle gift card replacement requests or complaints by checking eligibility and instructing stores to issues a replacement (if applicable).
• Receive insurance-related queries through the Customer Service Management system and redirect them to the appropriate financial services department for resolution.

TFG Representation And Customer Experience

• Act as a TFG ambassador, ensuring all customer interactions reflect the company's values and provide a positive customer experience.
• Uphold brand standards in every communication, ensuring that customer interactions enhance brand loyalty and trust.

Requirements

• Matric (Grade 12) or equivalent.
• 1–2 years' experience in a customer service or call centre environment.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Familiarity with CSM or similar workflow and customer service management systems.
• Confidently handle conversations with customers who may be frustrated, aiming to turn issues into positive outcomes.
• Consistently deliver high-quality customer service, meeting company standards.
• Communicate clearly and effectively with customers and team members.
• Work well with colleagues and other departments to ensure smooth service delivery and resolve issues.
• Organise and prioritise tasks efficiently to meet daily objectives.

Competencies

• Consistently delivers exceptional customer service, recognising the importance of each customer interaction and ensuring high-quality support that reflects the organisation's commitment to its customers.
• Uses a structured approach to effectively manage tasks, ensuring timely and efficient handling of customer inquiries and support activities.
• Uses empathy and understanding to address and resolve customer concerns, skilfully guiding interactions to reassure and achieve positive outcomes for customers, even in challenging situations
• Is adaptable, resilient, and proactive in responding to different circumstances, adjusting approach based on customer needs and evolving situations.

About Us
Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that
Inspire our Customers to live their Best Lives
and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.

We're the designers, the makers, the shakers and the teams behind the scenes.

Are you with us?