Customer Experience Associates - Support Hub at Brights Hardware

Job Description

• 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 Omni – Channel system, telephonic assistance.
• Ensure customer enquiries, compliments & complaints are professionally and efficiently dealt with timeously.
• Ensure efficient compliments of all customer service and eCommerce related administration duties.
• Assist with request quotes, sales, retentions.
• Accurately update & maintain customer profiles & preference on PUTTY (As well as any other internal systems)
• Assist with the recording of information for monthly performance reporting purposes.
• Liaise with cross – functional teams for support related to any customer experience journey matters that need resolution.
• Contribute to achievement of customer excellence targets.
• Assist with handling eCommerce and Omni – Channel 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 & improve the retail customer experience.
• Contribute to efficiency of completing departmental tasks timeously & accurately.
• Provide administrative support to your team manager & departmental team.

REQUIREMENTS:

• Matric or x3 Completed Intercept courses equating to total of 120 credits
• Brights Induction (service excellence)
• 1-year 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