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 transparent 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
Robust 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
J-18808-Ljbffr

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