Job Description
REQUIREMENTS
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Matric, relevant qualification highly advantageous
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Experience in a customer services or similar sales environment
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Experience dealing with customers in the UK
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Preferably experience or time spent in the UK or come from a UK background or culture.
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Good clear speaking voice
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Proficient in UK English (UK accent preferable)
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Understanding of the UK culture and especially the high-end customer who will not settle for poor service
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Strong communication skills, both verbal and written.
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Comfortable using CRM and order management software.
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High attention to detail and data accuracy.
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Able to multitask.
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Customer-first mindset with a calm, helpful attitude.
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Ability to handle confrontation and aggression over the phone and remain calm and qualified
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Team worker and strong problem solver
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DUTIES
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Working with the customer service team handling all areas of problems that occur with orders online
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Log interactions in the customer management system and work across three systems including the delivery company system.
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Handle escalations from the Customer Service Advisor
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Resolve escalations in a manner that ensures that you not only maintain the customers but further the brand loyalty.
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Assist the Customer Service Advisors with difficult queries by suggesting solutions and assist with problem solving.
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Work closely with the outsources delivery company to overcome obstacles to delivery.
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Working with the Manager, make decisions that are in the best interests of both the customer and the company.
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Improve the customer care scores on the various trust monitoring platforms.
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Understand the customers unique needs and work to find long term solutions to repeat problems.
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Process sales orders accurately and efficiently on the system while tracking and follow up on problem orders, deliveries, and any delays.
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Maintain up-to-date knowledge of product specifications, promotions, and seasonal changes.
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Upsell or cross-sell products when appropriate.
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Coordinate with warehouse and delivery teams to ensure accurate fulfilment.
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Any other related task as directed by your Manager.
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Salary: R negotiable dependent on experience

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