Job Title: Customer Service Representative
Job Type: full-time
Salary: R6,000 per month
Job Location: Durban, KwaZulu-Natal, 4001, South Africa
Job Summary:
The Customer Service Representative is responsible for providing excellent customer support through various communication channels, including phone, email, and live chat. This role involves addressing customer inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate is a strong communicator with a customer-centric mindset, capable of multitasking and handling a variety of customer service tasks efficiently.
Responsibilities:
Customer Support: Respond to customer inquiries promptly and professionally via phone, email, and live chat, providing accurate information and solutions.
Issue Resolution: Investigate and resolve customer complaints or issues, escalating to higher-level support when necessary.
Order Processing: Assist customers with order placement, tracking, and updates, ensuring that all orders are processed accurately and efficiently.
Product Knowledge: Maintain a thorough understanding of the company’s products and services to effectively assist customers and answer questions.
Data Entry: Accurately enter customer information, order details, and support interactions into the company’s CRM system.
Follow-Up: Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
Customer Feedback: Collect and document customer feedback, sharing insights with the team to improve products, services, and processes.
Policy Adherence: Adhere to company policies and procedures, including privacy and data protection standards, during all customer interactions.
Upselling and Cross-Selling: Identify opportunities to recommend additional products or services that may benefit the customer.
Team Collaboration: Work closely with other departments, such as Sales, Technical Support, and Shipping, to ensure customer needs are met efficiently.
Performance Metrics: Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction scores.
Qualifications:
Education: Grade 12. Additional training or certification in customer service or a related field is preferred.
Experience: Minimum of 2 years of experience in a customer service role, preferably in a call center or similar environment.
Skills:
Excellent communication skills, both verbal and written.
Strong problem-solving and critical thinking abilities.
Proficiency in using customer relationship management (CRM) software.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Strong interpersonal skills and the ability to build rapport with customers.
Patience and empathy when dealing with challenging situations.
Basic computer skills, including proficiency with Microsoft Office Suite.
Adaptability and a willingness to learn new skills and systems.
Preferred Qualifications:
Experience with specific industries, such as retail, technology, or financial services, can be beneficial.
Familiarity with customer service best practices and experience in handling high-volume calls or inquiries is advantageous.
How to Apply:
Interested candidates should submit their CV using the submit resume button below:
Before applying for this position you need to submit your online resume. Click the button below to continue.
OR submit your CV to lisajames@recruitlink.co.za
Application Deadline: September 13, 2024