JOB OVERVIEW
We are seeking a passionate, empathic and friendly Customer Service Representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR, you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.
ROLES & RESPONSIBILITIES
- Field incoming phone calls and respond promptly to customer queries via phone call and email
- Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- keep records of customer interactions, process customer accounts and file documents
- Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction
- Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information
- Maintain a positive, empathic and professional attitude towards customers at all times
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Follow communication procedures, guidelines and policies
- Meet personal/customer service team sales targets and call handling quotas
- Collect and record customer feedback and information, and share that with appropriate departments and team members
- Attend all required customer service-related meetings
- Go the extra mile to engage customers
KEY REQUIREMENTS
Qualification & Experience
- Matric Certificate (Advantage)
- 1- 2 years of experience in customer service role or a customer service-related role
Skills & Competencies
Must Have
- Fluency in English (verbal and written) and have excellent written and verbal communication skills
- Strong phone contact handling skills and active listening skills
- Basic computer skills and excellent phone disposition
- Ability to multitask, prioritize, and manage time effectively
- Ability to thrive in a fast-paced and sometimes high-pressure environment
- Friendly, patient, compassionate, and have a positive attitude
- Customer orientation, ability to adapt and to foster and maintain relationships
- Willingness to work independently and as part of a team
Advantageous
- Experience in Fresh desk systems and practices
