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About you
You love helping people and know that an angry customer is just a golden opportunity. Hearing people say "Thanks! You're my hero for the day!" is what gets you out of bed in the morning.
Your typing skills are off the charts and typing errors are non-existent.
You're calm under pressure and able to think outside the box for a solution if necessary
Role Summary:
The role of Customer Service Agent requires excellent listening and communication skills and requires exceptional customer service throughout. We strive to exceed customer expectations, respond quickly and minimize customer frustrations, and provide strong customer support through professionalism, empathy, friendliness, and a quick decision on the best course of action for the customer.
Responsibilities include:
Requirements / skillz:
Matric
Minimum of 2 years of customer service experience within eCommerce.
Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
Ability to multi-task, organize, and prioritize work.
Service orientation at the highest level.
Excellent use of grammar with exceptional verbal and written communication skills.
Excellent computer literacy with the ability to quickly learn new software.
Experience with a customer service ticketing system (ZenDesk, Freshdesk).
Excellent listening skills and ability to understand the customer and business needs.
Creative problem analysis and problem-solving techniques, with a high tolerance to stress and a fast-paced working environment.
A keen eye for attention to detail and accuracy throughout all working platforms.
Able to absorb and apply updates to processes and procedures via SOPs/Training Material, internal communication, and open floor meetings.
Highly adaptable, shows initiative, customer-focused, driven, outgoing and a team player.
A hardworking, fast-paced; all-round performer.
Record details of inquiries, comments, and complaints, where necessary and acknowledge necessary departmental information sharing; record details of actions taken, where necessary.
Maintain applied KPI levels.
Identify surrounding workload and the need to go over and above when necessary.
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