Job Description

Customer Service Executive, South Africa
Department: EasyBuy Program Management
Employment Type: Permanent - Full Time
Location: South Africa
Reporting To: Customer Service Team Manager
Description
Location: Johannesburg, South Africa
About the role:
As a Customer Service Executive, you will be a pivotal link between our Operations, Sales teams, and our valued customers. Your role is not just about resolving issues; it's about creating exceptional experiences that foster long-lasting customer relationships.
What you would be expected to do:

• Gather and document information about the customer and the product while conducting customer verification process prior to purchase of products
• Credit assessment of potential clients to facilitate product purchase
• Identification of fraud/duplicated and/or inaccurate records and data of prospective clients and handle as per business requirements
• Build repeat sales through strong customer relationships by focusing on customers' wants and needs.
• Ensure high customer satisfaction levels during customer onboarding and increase customer retention.
• Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
• Attract potential customers by answering product and service questions and suggesting information about other products and services offered
• Reply to customer queries on calls both incoming, outgoing calls / tickets.
• Handle customer complaints within a stipulated time frame while providing appropriate solutions and alternatives for resolution.
• Ensure first contact resolution to complaints raised to facilitate customer satisfaction on our various platforms
• Accuracy in escalation of all customer pain points that cannot be resolved on call/ticket
• Proactively flagging off any surge on customer complaints trends to enable assessment of customers' needs to achieve satisfaction.
• Build sustainable relationships and assurance with customer accounts through open and interactive communication
• Keep records of customer interactions, and provide accurate, valid, and complete information by using the right methods/tools.
• Give regular feedback on pain point and improvement areas to help increase our efficiencies in world class customer service.
• Provide timely and accurate feedback to customer queries via phone, email, and other communication channels, demonstrating professionalism in every interaction.
• Coordinate with internal teams, including sales, installation, and technical, to address customer needs effectively and ensure prompt resolution of issues.
• Maintain comprehensive records of customer interactions, including details of inquiries, resolutions, and follow-up actions, in accordance with data protection regulations.
• Conducting FSE onboarding, and managing all incoming queries.
• Collaborate with the management team to develop and implement customer service strategies and initiatives aimed at improving overall customer satisfaction and retention.
• Adhere to company policies, procedures, and ethical standards, ensuring compliance with labor laws and industry regulations at all times.
• Continuously strive for personal and professional development through training, feedback, and self-improvement initiatives.
• Perform any other duties that may be assigned.

You might be a strong candidate if you:

• A Diploma or Degree in a Business Administration, Customer Service Social Sciences and/or any business related field.
• At least 1-years' experience in a busy call center environment.
• Basic computer skills to facilitate guided troubleshooting of own internet strength and tools, online meeting channels e.g. Google meets, Zoom, Ms Office applications.
• Excellent communication skills, both verbal and written, with fluency in English and proficiency in other local languages preferred such as IsiZulu, TshiVenda, SeSotho etc.
• Demonstrable problem solving abilities and sound attention to detail.
• The ability to multitask and ensure that key deliverables are not compromised by the work from home environment.
• The ability to work independently with minimal supervision.
• Strong personal skills and the ability to build rapport with customers from diverse backgrounds.
• Sound knowledge of solar energy systems, components, and installation processes, with the ability to explain technical concepts to non-technical audiences.
• Proficiency in using customer relationship management (CRM) software and other relevant technology platforms for managing customer interactions and data
• A dedication to upholding the highest standards of professionalism, integrity, and ethical conduct in all interactions with customers and colleagues.
• Flexibility to work occasional evenings, weekends, or public holidays as required to meet customer needs and business demands.

What Sun King Offers

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy.

Skills Required