Cape Union Mart International Customer Service Agent

Job Description

Our Customer Experience Department is in search of a culture fit Customer Service Agent to join our team and play a key operational role in supporting our customers and various business stakeholders to achieve business objectives.

The role will require the incumbent to work effectively across multiple teams, including some external partners, to proactively seek relevant information in order to effectively support the overarching customer objectives & ensure the delivery of a world class customer service.

It’s important that we find individuals who are a great fit for our business. The ideal candidate will be a team player, have a high attention to detail and enjoy working in a fast-paced and high-pressure environment. This is a fast-changing role with evolving expectations, and we are looking for someone who has a natural aptitude for customer data and problem-solving capabilities to push the boundaries. We’re looking for people who embody our values of Trust, Innovation & Passion and aren’t afraid to challenge the status quo.

Key Duties

• Responding to and resolving all customer queries and complaints via active inbound channels: Calls, Email, SMS, Whatsapp & Live Chat, as well as social media platforms and Google reviews.
• Dealing with internal and external customer queries and complaints in an effective and efficient manner according to the processes and policies that have been set out.
• Direct customer queries and complaints to the relevant stakeholders when needed or sourcing information required to resolve the case.
• Accurate and timely completions of administrative tasks.
• Effective stakeholder management.

Job Requirements

Knowledge & Experience

• The minimum educational requirement is Matric / Grade 12. Please provide a transcript of your final marks.
• Minimum 2 years’ experience in a customer-facing environment.
• Minimum 2 years’ experience in a customer service / customer experience role.
• Preference will be given to candidates with community management experience, Google Reviews and Hello Peter.
• Retail experience would be advantageous, but not essential.
• Entry Level MS Office with focus on Outlook, Word, and Excel.
• Experience on any contact center systems advantageous: Salesforce Service Cloud, Freshdesk, Zendesk, etc.

Competencies

• Passionate and proactive customer problem solver.
• Strong administration skills.
• Team player.
• Attention to detail.
• Time management.
• Language – fluent written and verbal English, with additional languages being advantageous.

Key Performance Areas

Customer Engagement

• Effectively and efficiently resolve customer queries and complaints in line with our Company Values and Brand Promise.
• Owning the role of problem solver on behalf of the customer by demonstrating commitment to finding resolution to queries and complaints.
• Follow appropriate escalation channels to support quick resolution of queries and complaints.

Teamwork & Collaboration

• Ability to work collaboratively as part of a team.
• Build strong working relationships with cross-functional teams, as this role will engage with many stakeholders: BI, IT, Brand Marketing, CRM Agency, Digital Department, Online Commerce, Legal & Compliance, Analytics Partners.

Please note:  The Cape Union Mart Group is committed to transformation.  Appointments and promotions will be made based on candidates who best meet the requirements for the position. Candidates that enhance the diversity of the team will be given preference, in line with our Employment Equity plan.