Our client is one of the UK's leading and best-known customer management outsourcers. Renowned for high quality, their customer experience specialists are at the forefront of the digital revolution and offer intelligent omnichannel customer management and ITO services.
Package
R22 000 per month
Key Accountabilities
- Brand ambassador for the client
- Ensure customer service is provided at a high standard
- Ensure that all customers can communicate with ease by acting quickly and consistently
- Display your passion for service by always putting customers first
- Make sure the customer is at the heart of every conversation
- Achieve all personal KPIs
- Take ownership and responsibility for personal development, learning, and performance levels
- Willingly undertake all necessary training provided by the Training Manager or client Our goal is to ensure, as a team, we meet, deliver and where possible, exceed our clients expectations and Service Level Agreements (SLAs).
- The first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scripting
- Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics
- Provide outstanding customer service across telephone, social media, webchat, and email
- Update and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issue
- Keep managers and team members updated with sensitive or potential Brand impacting issues
- Follow agreed Customer Service processes, but recognise when you need to do something different in the interests of customer satisfaction
- Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement
- Escalate any sensitive customer issues through the agreed channels
- To ensure that all information captured is recorded clearly and concisely without spelling errors
- To consistently deliver optimum levels of quality and service at all times
- To actively create trust with the customer by demonstrating an open and honest approach
- To use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the client
Essential
- A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
- Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style to each customer
- Excellent interpersonal skills; able to communicate with customers and colleagues at all levels
- Ability to work in a fast-paced environment with tight deadlines
- Able to multi-task and manage own workload and prioritize tasks to achieve deadlines
- Able to remain calm under pressure
- Strong written and verbal communication skills
- Experience working in a customer-facing environment
- Works well within a team
- Confident IT skills
- Flexibility, professionalism, drive, and willingness to learn
- Must be fluent in Spanish
- Experience working in a contact center environment
- An understanding of high-end fashion brands
- An interest in fashion
