Role purpose:
As an online business, Customer Services is the first human contact customers have with the brand. It is essential that the experience we provide transcends the bare minimum. The incumbent must be able to handle multiple channels, queries and issues with calm professionalism.  

Key accountabilities:

• Handling complaints, queries, troubleshooting common issues such as registration, check out and educating customers on how the site works through multiple channels:
   - Inbound calls
   - Live chat / Whatsapp
   - Email
   - Social
• Additionally outbound call, following up with merchants and customers, or to track the status of product deliveries 
• Ensuring performance targets are hit and exceeded (resolution, response standards, customer ratings and quality)

Requirements:

• Minimum of two years' experience in an inbound call centre 
• Must be fluent in spoken and written English and Afrikaans
• Proficiency in a third official language advantageous
• Proven track record in providing quality service to customers, and hitting and exceeding daily resolution targets
• Exceptional telephonic skills
• Excellent written skills - E-mail is a key focus and it is imperative that you are able to write well
• E-commerce experience preferred. Strong digital skills i.e working with CRM /  communication platforms.
• Technically proficient using backend admin systems. Ability to adopt / learn about new technologies.
• Freshdesk / Zendesk or similar experience

Personal attributes:

·         High EQ with the ability to stay calm in the face of anger and frustration.

·         Multi-tasker with the ability to prioritise and manage multiple queries across channels on a daily basis

·         Passionate about teamwork with strong interpersonal skills and the ability to work as an effective team member

·         Responsible and Accountable

·         Problem-solving skills

·         Excellent listening skills

·         Must be driven/self-motivated