Customer Service Agent (Contract) - Cape Town at Ares Holdings

Job Description

This position will need to provide excellent customer service, capturing orders, resolving telephonic and email queries, exploring opportunities to increase sales and tracking orders with the aim of developing new and maintaining good relationships customers.

Online Order Process:

• Manage online, telephonic and email queries regarding customer orders
• Assist customers on processing product orders
• Banking details
• Follow up on parcels with warehouse and couriers
• Ensure all open orders are closed
• Meet deadlines and targets

Exchanges and returns:

• Assist customers with return requests and exchanges on all customer platforms with sound advise on alternative options
• Processing returns for exchanges, replacements and refunds on product bought by customers
• Follow up on replacement dispatchments with warehouse and couriers
• Arrange for collections on return requests and ensure that the process is completed within relevant timeframes

Customer Service:

• Manage online (Facebook, twitter, live chat, ticketing system, HelloPeter), telephonic and email enquiries
• Keep up to date with product information to resolve customer queries with detailed product information
• Investigate all customer complaints, action resolutions or feedback to relevant departments
• Generate repeat business through successful client follow-up and great customer service
• Discuss, analyse and resolve usability issues
• Respond to customer emails and office correspondence

Company Values:

• Delightfully Democratic
• People-Purposed Design
• Inherent Simplicity
• Imaginative Innovation
• Unapologetic Optimism
• Confidently Comfortable

General:

• Provide support to the team by ensuring all sales and service objectives
• Keep area clean and tidy
• Any other reasonable adhoc duties that may be required

Education and experience:

• Grade 12
• At least 2 years’ working experience within a South African retail or similar Customer Service environment.
• Experience with Zendesk ticketing advantageous.
• Experience working with 3rd party tools such as payment gateways and courier portals.
• Experience in using social media platforms, online platforms and live chat platforms.
• Understanding of Ecommerce environment
• Understanding of Website back-end portal