Customer Service Representative - Montague Gardens at Media24 (Pty) Ltd

Main purpose of the role:

• The Customer Service Representative plays a pivotal role in ensuring exceptional customer satisfaction. Reporting to the Customer Service Manager, you will be responsible for managing customer inquiries and resolving issues promptly and effectively.

Requirements:

• Previous experience in customer service, preferably within a similar industry.
• Excellent communication skills, both verbal and written, with a strong customer service orientation.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Strong organizational skills with the ability to manage multiple tasks and prioritize workload effectively.
• Problem-solving skills with a proactive and solution-oriented mindset.
• Ability to work collaboratively with cross-functional teams and adapt to changing priorities.

Key responsibilities:

Customer Inquiry Management:

• Respond promptly to customer inquiries via phone, email, or chat, providing accurate and courteous assistance.
• Address customer concerns, complaints, and requests in a professional and timely manner.
• Ensure thorough follow-up to ensure customer satisfaction and resolution of issues.

Issue Resolution:

• Investigate and resolve customer issues related to deliveries.
• Collaborate with cross-functional teams to address customer concerns effectively and prevent recurrence.
• Escalate unresolved issues to the Customer Service Manager as needed for prompt resolution.

Communication and Liaison:

• Maintain clear and consistent communication with customers, providing updates on order status and addressing any inquiries promptly.
• Deal directly with couriers to coordinate shipments, track deliveries, and resolve any shipping-related issues.
• Collaborate with internal teams to ensure seamless order processing and delivery.
• Build and maintain positive relationships with external stakeholders, including customers and suppliers, to enhance customer satisfaction and loyalty.