Job Description

Purpose of role:

This role acts as a primary liaison between Shop2Shop and its current and potential customers. This role involves managing communications across various platforms. The champion is responsible for effectively resolving customer issues, handling complaints and queries, promoting Shop2Shop's products and services, and ensuring overall customer satisfaction.

Key responsibilities:

Resolve customer queries, complaints, and issues through various communication channels, adhering to established standards.

Develop a detailed understanding of Shop2Shop's products and services.

Conduct outbound calls to customers, promoting Shop2Shop products and services using approved scripts.

Investigate complex customer queries and escalate them when necessary.

Follow up with customers as required.

Serve as a brand ambassador for Shop2Shop, maintaining high levels of customer satisfaction.

Identify opportunities for cross-selling and up-selling products.

Maintain accurate records of all customer interactions, including queries and actions taken, and update the database accordingly.

Meet targets related to turnaround times, volume, and customer satisfaction.

Perform other duties as needed.

Core competencies :

Innovative and solution-oriented mindset.

Flexibility and adaptability in a fast-paced environment.

Ability to work independently and collaboratively in a team setting.

Capability to remain calm and composed under pressure.

Excellent time management skills

Strong administrative skills.

REQUIREMENTS

Skills and experience required:

Completion of matric/grade 12

A minimum of 3 years of call centre experience (inbound and outbound) in a support environment.

Proficiency in using multiple systems to log and resolve queries; experience with Zendesk, Freshdesk, or similar platforms is advantageous.

Competency in Microsoft Office Suite and intermediate computer literacy skills.

Technical experience or background is beneficial.