Customer Service Agent

JOB OVERVIEW

We are seeking a passionate, empathic and friendly Customer Service Representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR, you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.

ROLES & RESPONSIBILITIES

• Field incoming phone calls and respond promptly to customer queries via phone call and email


• Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution


• keep records of customer interactions, process customer accounts and file documents


• Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction


• Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information


• Maintain a positive, empathic and professional attitude towards customers at all times


• Build sustainable relationships and trust with customer accounts through open and interactive communication


• Follow communication procedures, guidelines and policies


• Meet personal/customer service team sales targets and call handling quotas


• Collect and record customer feedback and information, and share that with appropriate departments and team members


• Attend all required customer service-related meetings


• Go the extra mile to engage customers

KEY REQUIREMENTS

Qualification & Experience

• Matric Certificate (Advantage)


• 1- 2 years of experience in customer service role or a customer service-related role


• A strong sales background is essential

Skills & Competencies

Must Have

• Fluency in English (verbal and written) and have excellent written and verbal communication skills


• Strong phone contact handling skills and active listening skills


• Basic computer skills and excellent phone disposition


• Ability to multitask, prioritize, and manage time effectively


• Ability to thrive in a fast-paced and sometimes high-pressure environment


• Friendly, patient, compassionate, and have a positive attitude


• Customer orientation, ability to adapt and to foster and maintain relationships


• Willingness to work independently and as part of a team
  Advantageous


• Experience in Fresh desk systems and practices