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Job Description
We are looking for someone who:
– is passionate about ensuring a customer’s experience is consistently satisfying
– understands that excellent customer support is an advantage in a highly competitive market
– can collaborate across multiple teams
– is persuasive without being pushy. Our customers are well-informed and come to us for expert advice
– can act as a guide, allowing the customer to be particular and discerning in their choices while offering advice and direction for their needs
– promotes loyalty by encouraging customers to return
– is consistent and assertive across all interactions putting customers at ease
– has the ability to adapt to customer expectations by reading their cues and framing assistance in the right way for them
– remains calm under pressure
– is proactive in finding solutions for customer queries and team processes
– is adaptable and embraces change as continuous improvement and agility in our offering
– is feedback-oriented and proactive in driving growth
– can effectively self-manage their time and priorities
– is process-oriented and understands that accurate process results in happy customers
– is upbeat and brings a positive energy to the team
– has a good general knowledge of cooking, food, kitchen equipment and entertaining
Responsibilities
Managing customer expectations, requests, queries and concerns across a variety of communication channels (social media, email, live chat and calls)
– Working in a collaborative manner across various teams within the business
– Ensuring customer orders are fulfilled as quickly as possible
– Follow system and operational processes
– Report on daily concerns and trends
– Collaborating with our Store teams daily to support a strong Omnichannel offering
Qualifications
-Confidence in a customer facing role
– Experience with multiple communication methods and excellent communication skills
– Excellent multi-tasking skills
– Strong IT skills and a high level of comfort working on various software packages
– Exceptional listening, analysis, written and verbal skills
– 2+ years experience in a customer-facing environment
– Grade 12/Matric
If you’re prompt, if you’re answering questions with the right product knowledge, and if you’re doing it with a tone that backs up our brand, then you would be providing the type of customer support we are looking for.