Customer Service Representative

Job Description


Overall Job Function:

Customers are at the core of everything we do - ensuring clear, open and honest communication is the requirement for this role. Are you ready to be the voice of a new E-Commerce/Online sales business, of an already established brand?

The Customer Service Representative will take full responsibility for efficient and transparent communications with customers. To take ownership for customer queries by bringing together all departments to meet the collective objectives of the business. To ensure the customer centricity of the business is adequately delivered to market.

Job Responsibilities:

The post will be fully responsible for the call centre which will incorporate both inbound and outbound communications - To deal with customer questions and complaints

Processing of orders and handling of operational discrepancies post order purchase. Liaising with customers, garages and suppliers in written and verbal formats

Planning and implementing processes and strategic initiatives to set the service levels to customers

Management of support levels, resolution times and adherence to these, customer satisfaction surveys, customer feedback, e-mails, phone calls, chat

Delivering efficiencies through continued review of processes and procedures - To ensure satisfied return customers

Delivering the highest standard of service to customers

Day to day delivery of performance targets for speed, efficiency, sales and quality

Maintain a high level of accuracy with information and data handling

Development of the customer service strategy in resolving customer disputes

Handling high level escalated customer complaints through to conclusion

Distinct empathy to customers, ‘hand holding’, ensuring 100% resolution and follow ups

Post purchase queries & requests - To ensure full customer support throughout the online offline journey

Product related technical advice - To offer technical support to customers

Issue resolution - To stay close to customers

Refunds - To meet legal and reputational requirements

Garage booking confirmation, Tyre delivery confirmation, Delivery tracking, Collection management - To ensure smooth operation of the automated platform

Understanding of own tasks /duties implications within the whole transaction process (incl. with garages and couriers)

Complaint handling & compensation - To close the loop on the customer universe

All responsibilities are underpinned by a willingness to support the customer

Job Requirements:

Sales or Marketing related qualifications

5 Years Work Experience

Experience in an e-commerce start up / customer care call centre / customer service environment

Automotive Industry Experience beneficial (Alternatively 1 Year E-Commerce Experience)

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