The Role
Our client is a large retail brand in the UK, with almost 1000 high street stores across the UK and Republic of Ireland they have a vast number of diverse customers. The retailers online service is extremely popular with click & collect and next day delivery service supplying customers with a wide range of quality products.
The customer ethos centres on making their products accessible, affordable, and engaging, aiming to be the first-choice retailer for "up-to-the-minute" products. Their approach prioritizes friendly service, sustainability, and community engagement, aiming to provide an enjoyable shopping experience through both digital and physical stores.
In the modern era with a large volume of customers buying in store and online comes a high volume of queries, complaints and returns. Our client prides itself with high level customer experience, with a near perfect Trustpilot score of 4.9. As a customer service advisor, you will be resolving queries and providing effective solutions over Live Chat, email tickets and social media. The top 5 points of contact are:
1. Where is my order?
2. My item has arrived damaged
3. My order is missing
4. Store complaints
5. Beauty reward card issues
Salary – 6500 Rand per month with a 1000 Rand attendance bonus permonth
Working hours – 45 paid hours per week, on a rotational work pattern.
Opening hours between - Monday to Friday 9am to 11pm and Saturday & Sunday 9am to 10pm.
Location – CC33 Global, 20 Crassula Road, Ottawa South, Blackburn
What we look for
Essential skills
· Experience of Live Chat and email ticket customer service to the UK.
· A high level of typing accuracy and typing speed of 40 to 45 words per minute.
· Essential skills and experience include resilience, confidence, and strong communication. You need to be comfortable with multi-tasking and maintaining customer service levels across multiple communication points.
Desirable skills
· An active interest or experience in retail customer service.
· The stronger performers are the ones who take ownership of the customer queries, adapt their approach where needed, and maintain a high level of service and customer satisfaction.
· Experience of online and self-learning will help you through the training and academy process and increase your speed to competency.
Pay: From R6 500,00 per month
Work Location: In person
