Customer Service Representative - Southern Suburbs Verfied

Salary Negotiable Southern Suburbs, Western Cape Southern Suburbs, Western Cape more than 14 days ago 26-07-2017 6:24:09 AM
20-09-2017 6:24:09 AM
CUSTOMER SERVICE REP:
We are seeking a customer service representative for our online bookstore.

Key performance Areas:
• Going live on the online chat (scheduled times)
• All calls to be answered within the 3 rings
• Responding to all assigned incoming emails / queries via freshdesk with in 24hrs
• All new orders to be processed within 24 hrs to avoid out of stock situations
• All new order that available at warehouse should be shipped within 24hrs of receipt
• Processing of all (Paid) new orders – email notification – set time limit when follow up email should be sent via freshdesk
• Make notes on order (Product tab ) when incoming stock has been received (suppliers & stores)
• Creating waybills for completed orders
• Ensure you indicate to packer when client paid for “Gift wrapping / Birthday card
• Check your overdue tickets on a daily basis
• Ensure that each order is completed within the specified time (Store stock / local / international orders)
• Backorders: refund if o/s for more than a month
• 6 – 8 weeks ETA rather refund add to wish-list
• Ensure to add relevant tags to all orders
• Ensure IBT’s docs are sent to stores
• Ensure that clients are emailed at least twice during (7 – 10 working day period) and 3 times (11 – 16 working day period)
• Keep clients in the loop – if a book is out of stock / out of print suggest a replacement instead of refund
• Go extra mile to ensure customer satisfaction
• Communicate with relevant stores to ensure orders are completed / Resolved within the specific time period
• Attending team meetings and sharing best practice with colleagues.
• Taking ownership for queries and complaints from first contact to resolution
• Direct requests and unresolved issues to the assistant team leader
• Escalate all complaints that you are not able to resolve to the assistant team leader
Quality and Customer satisfaction
Customer satisfaction: 85% - 95% (all forms of contact: emails, calls, chats)
Minimum Requirements:
• Grade 12 or equivalent
• 2 - 3 years in a similar role