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

Customer Service Representative Job Description:

• The successful applicants will be required to provide exceptional service to our customers by answering questions, handling complaints, responding to order queries, and interacting on social media. Our CRM department handles and is not limited to, high volumes of inbound and outbound calls and emails aiming to create a positive experience for each customer. The successful applicants will be required to listen to customers and have the ability to understand the reason for their call, address all questions or complaints, and investigate online order and tracking queries, all whilst providing an accurate and efficient response in a minimum turnaround time.
• To be a successful Customer Service Representative within our Team, you must be customer-focused, detail orientated, efficient, and portray a high ability to multitask. The successful applicants should be polite, reliable, and adaptable with the ability to identify and escalate complaints across several communication channels. To excel in this role, you need to be able to remain calm and empathetic when customers are frustrated and have the ability to defuse tense situations. This role will be an in-office position, which requires the successful candidate to have reliable transportation.

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