Digital Architect at The Prestige Cosmetics Group

Responsibilities

Customer service

• Respond to all customer contacts (email, live chat, telephone calls, public reviewing sites & WhatsApp) quickly and efficiently
• Provide resolution through thorough investigation with considered and appropriate use of macros
• Deliver calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction
• Provide product advice

Process and policy

• Fluent in understanding Arc Stores products, processes and terms and conditions
• Adhering to Arc standard operating procedures (SOPS) and educating the customer accordingly
• o If there has been a business failure, take ownership by ensuring the customer’s needs are met without compromising the business and escalate to your manager in line with company SOPS

Customer loyalty programme

• Proactively advise customers how to move through the loyalty tiers
• Ensure customers can obtain maximum benefit through the Arc Store loyalty program

Continuous improvement

• Identify trends in customer contact and flag problems real time to the respective departments (product, marketing, pricing, DEV etc)
• Make recommendations to improve system or process that would ultimately enhance the customer experience and reduce inbound customer contact

Key Performance indicators

• Customer Satisfaction (CSAT): 90%
• Full Time Resolution (FTR): 90%
• Service Level Agreement (SLA): 90/10 (90%)
• First Reply Time: (FRT) in hours: 2 Hrs
• We are excited if you have the following attributes:
• Customer first mindset
• Tech savvy
• Proactive problem-solving
• Ecommerce retail knowledge
• Effective communication skills, both written and verbal
• Attention to detail

Minimum Requirements

• At least 2 years relevant experience
• Own transport
• Able to work shifts including weekends
• Fluent in English – excellent written and verbal skills
• Customer-centric
• Detail oriented
• Process oriented
• Great at planning and organising
• Excellent problem-solving skills
• Team player
• Able to adapt and respond to change
• Efficient with MS Suite (Outlook, Word, Excel)