Job Description

Overview:

To provide an industry leading, simply Brilliant customer experience by professionally and courteously handling

all customer contact in compliance with company and client directive. To actively promote the brand by

providing quality Customer Care at every instance, resolving customer queries whilst also promoting services in

turn stimulating revenue for the business and driving brand NPS. To handle and resolve day to day customer

requests received via different channels of communication and as per client guidelines

Qualifications:

Education and Specific Training

Work Experience

Matric (preferred) Minimum of 6 months - 1 years' experience working within a similar customer

care/service/sale environment.



Email Handling/ Web chat experience (highly advantageous) Experience working within retail, consumer electronics, appliances, or similar Industry

(highly advantageous)



Proven Experience in delivering excellent customer services to internal and external

customers



Maintain operational performance, quality, regulatory and compliance standards

Responsibilities:

Providing exceptional Customer Care to the existing customer base. The purpose of this role is to safeguard, develop and enhance customer loyalty and value

by providing excellent Customer Care. Additionally, the role involves providing the

customer with knowledgeable information by identifying and promoting significant

products and services.



Responding to and resolving inbound customers and colleagues' queries related to

consumer electronics/appliances.



Also supporting queries to identify, qualify and close new sales opportunities. Understanding customer's reasons for requiring product support, resolving their query

effectively and efficiently through remote resolution or if not through further support

options per process.



Striving for First Call Resolution, on every contact. Diagnosing and resolving first line issues. Working closely with Customer Care colleagues to raise service standards through

escalating issues and opportunities when necessary to the most appropriate person,

developing joint solutions and sharing best practice.



Undertaking other customer administration and product processing activities as

necessary to maximize operational effectiveness and deal with peaks in demand



Proactively developing your Customer Care skill and knowledge, applying best practice

techniques and tools and demonstrating our clients people expectations to maximise

your performance complying with all our clients required standard of sales/service

excellence and best practice, operating effectiveness and legal and regulatory

requirements



Taking correct information, asking the right questions, and offer the solutions that leave

customers' smiling. That's why we'll encourage you to be yourself in our fast-moving,

fast-growing Consumer electronics business.



Addressing complaints and objection handling Assess, analyze and troubleshoot customer issues providing resolution to problems. Provide technical and troubleshooting support for consumers with electronics/appliances

issues.