Customer Service Agent Wanted: Ares Holdings – Cape Town, South Africa
CLOSING DATE: 17 August 2023
Job Description
This position will need to provide excellent customer service, capturing orders, resolving telephonic and email queries, exploring opportunities to increase sales and tracking orders with the aim of developing new and maintaining good relationships customers.
Online Order Process:
Manage online, telephonic and email queries regarding customer orders
Assist customers on processing product orders
Banking details
Follow up on parcels with warehouse and couriers
Ensure all open orders are closed
Meet deadlines and targets
Exchanges and returns:
Assist customers with return requests and exchanges on all customer platforms with sound advise on alternative options
Processing returns for exchanges, replacements and refunds on product bought by customers
Follow up on replacement dispatchments with warehouse and couriers
Arrange for collections on return requests and ensure that the process is completed within relevant timeframes
Customer Service:
Manage online (Facebook, twitter, live chat, ticketing system, HelloPeter), telephonic and email enquiries
Keep up to date with product information to resolve customer queries with detailed product information
Investigate all customer complaints, action resolutions or feedback to relevant departments
Generate repeat business through successful client follow-up and great customer service
Discuss, analyse and resolve usability issues
Respond to customer emails and office correspondence
Company Values:
Delightfully Democratic
People-Purposed Design
Inherent Simplicity
Imaginative Innovation
Unapologetic Optimism
Confidently Comfortable
General:
Provide support to the team by ensuring all sales and service objectives
Keep area clean and tidy
Any other reasonable adhoc duties that may be required
Education and experience:
Grade 12
At least 2 years’ working experience within a South African retail or similar Customer Service environment
Experience with Zendesk ticketing advantageous
Experience working with 3rd party tools such as payment gateways and courier portals
Experience in using social media platforms, online platforms and live chat platforms
Understanding of Ecommerce environment
Understanding of Website back end portal
