REQUIREMENTS

- Matric, relevant qualification highly advantageous
- Experience in a customer services or similar sales environment
- Experience dealing with customers in the UK
- Preferably experience or time spent in the UK or come from a UK background or culture.
- Good clear speaking voice
- Proficient in UK English (UK accent preferable)
- Understanding of the UK culture and especially the high-end customer who will not settle for poor service
- Strong communication skills, both verbal and written.
- Comfortable using CRM and order management software.
- High attention to detail and data accuracy.
- Able to multitask.
- Customer-first mindset with a calm, helpful attitude.
- Ability to handle confrontation and aggression over the phone and remain calm and skilled
- Team worker and strong problem solver

DUTIES

- Working with the customer service team handling all areas of problems that occur with orders online
- Log interactions in the customer management system and work across three systems including the delivery company system.
- Handle escalations from the Customer Service Advisor




- Resolve escalations in a manner that ensures that you not only maintain the customers but further the brand loyalty.
- Assist the Customer Service Advisors with difficult queries by suggesting solutions and assist with problem solving.
- Work closely with the outsources delivery company to overcome obstacles to delivery.
- Working with the Manager, make decisions that are in the best interests of both the customer and the company.
- Improve the customer care scores on the various trust monitoring platforms.
- Understand the customers unique needs and work to find long term solutions to repeat problems.
- Process sales orders accurately and efficiently on the system while tracking and follow up on problem orders, deliveries, and any delays.
- Maintain up-to-date knowledge of product specifications, promotions, and seasonal changes.
- Upsell or cross-sell products when appropriate.
- Coordinate with warehouse and delivery teams to ensure accurate fulfilment.
- Any other related task as directed by your Manager.

Salary: R negotiable dependent on experience

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📌 Escalations Team Executive (Pinelands)
🏢 Time Personnel
📍 Pinelands