Customer Experience Administrator Retail (Customer Experience Department) at Brights Hardware

Job Description

• Purpose: The purpose of this job is to effectively ensure exceptional customer service and experience across all the touchpoints of the Brights customer’s journey. The Customer Experience Administrator will offer support to customers who have questions, concerns, problems or who want purchase any of our products and services. The incumbent must be highly organised service driven Brights brand custodian who always passionate about making our customer experience positive and meaningful. To be successful is this role, you must be good a conversational communicator, an active listener who is able to identify the needs of customers and resolve problems.

KEY RESPONSIBILITIES:

• Ensure that customers are always satisfied via in Store assistance
• Ensure customer enquiries, compliments & complaints are professionally and efficiently dealt with timeously from in Store.
• Ensure efficient compliments of all customer service and eCommerce related administration duties are submitted to the Support Hub daily.
• Assist with requests for quotes received from Support Hub.
• Prepare stock for online fulfillment: Timeously pick & pack stock from shop floor, assist in the management of the delivery schedule of online store orders, liaise with branches for stock transfers required for online order fulfillment, assist customers with tracking orders via 3rd Party Courier service providers.
• Accurately update & maintain customer profiles & preference on K8 and other systems (where applicable)
• Participate in perpetual branch stock takes, floor walks, customers service engagements with customers in store.
• Assist with the recording of information for monthly performance reporting purposes.
• Liaise with a cross-functional team for support related to any customer experience journey matters that need resolution.
• Contribute to customer excellence targets.
• Assist with handling e Commerce & Hub queries that require store management assistance on related customer enquiries.
• Strive to become a Brights brand & product expert.
• Provide frequent feedback on innovative and creative ways to exceed performance targets, drive revenue, and improve the retail customer experience.
• Contribute to efficiency of completing departmental tasks timeously & accurately.
• Provide administrative and customer support to the store, support hub, & departmental team.

REQUIREMENTS:

• Matric or Equivalent
• Brights Induction (service excellence)
• 1-2 Years minimum experience in a similar role (social media – Omnichannel Experience highly preferred)
• Ability to handle pressure
• Problem solving skills
• Ability to communicate effectively (verbal & written) at all levels, proficient in English (Great speaking voice)
• Planning, time management & organizing skills
• Excellent professional work standards, including grammar and oral proficiency
• Computer & Typing (minimum of 35 wpm) skills
• Decision making skills
• Willing to take on responsibility
• Attention to detail and high level of accuracy
• Professional and neat
• Available to work retail hours