Customer Service
- Response to and resolving of customer service queries and complaints
- Allocate tickets to relevant department - i.e., Buying, Wellness Consultant, Product Technologist, Store Operations etc.
- Identify and isolate spam email
- Handle Rewards cards queries and escalate when necessary to Online Operations and Marketing team
- Advise improvements for customer service process document.
- Live chat assistance for customers
- Telephone assistance for customers where applicable
- Returns/Exchanges of Damaged items: Booking of Collections and damaged items replaced.
- Liaison with Logistics, Merchandise, Planning, Stores and DC in order to solve simple and complex customer problems quickly
- Manual Order Processing and Follow ups
- Request refunds and refund proof of payments
- Grade 12 or higher and / or 2+ years customer service experience
- FMCG Retail store experience a plus
- Very good written and verbal communication skills
- Fully computer literate
- Excellent customer service skills
- The following skills would be advantageous but not crucial:
- Experience working on the backend of a website & payment portals
- Experience working with Courier companies
- Experience with Customer Service Ticketing Software eg. Freshdesk, Zendesk or Salesforce
- Accuracy and administrative skills
- Excellent communication skills
- Ability to work well under pressure
- Good planning and organisational skills
- Must be precise, and pay attention to detail
- Ability to coordinate multiple projects and tasks
- Excellent customer service skills
- Ability to deal with difficult customers and provide solutions
- Energetic and self-driven
