Customer Service Representative ( Durban) at Toys R Us and Babies R Us South Africa

Customer Service Representative Responsibilities:

• Always maintain a positive, empathetic, and professional attitude toward customers.
• Responding promptly to customers regarding product, website, or order queries.
• Efficiently and effectively manage customer interaction across all channels.
• Acknowledging and resolving customer complaints within departmental SLA.
• Knowledgeable in the process of processing online orders, in-store and online gift registry applications, and website navigation.
• Responsible for taking on a complaint or query from start to finish with good attention to detail and strong problem-solving skills.
• Keeping records of customer interactions, complaints, and business issues, then compiling a weekly report to submit to the CRM Supervisors.
• Communicating with colleagues, stores, and internal departments at the Head Office, as necessary regarding queries, complaints, and business issues.
• Providing feedback on the efficiency or lack thereof of the customer service experience/journey within the brand.
• Ensure customer satisfaction and provide professional customer support across all CRM channels.
• Compiling a triweekly agenda consisting of business issues, complaints, and repetitive common issues
• Support the department in the achievement of business goals.
• Proactively manage your time and personal development within the CRM Department by partaking in the monthly CRM work assessments.

Customer Service Representative Minimum Requirements:

• Minimum of three years experience working in a fast-paced Customer service or CRM environment, involving but not limited to customer contact through telephone, digital, retail, e-mail, and social channels.
• Ability to stay calm when customers are stressed or upset.
• Ability to multitask and follow up on queries.
• Proficiency in English, verbal and written as well as excellent understanding of Microsoft (office, excel, and word) and computer navigation.
• Excellent communication and social skills.
• Proven experience working on customer support systems, social media, and websites.
• Knowledgeable on how a customer service or CRM department functions.
• A confident logical approach to problem-solving with a strong 'can-do' attitude.
• Matric and proven industry-related experience, no less than three years.
• Must be able to work alternative weekends as well as peek periods, when required.