FTC Customer Service Agent

5 days 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.
  • Identify and isolate spam email
  • 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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