Job Description

Support a First Contact Resolution (FCR) culture for ecommerce customer issues, and timeously troubleshoot customer incidents providing accurate, valid, and complete information.

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• Provide positive, efficient, and complete support resolutions to users, including customers, stores and other stakeholders across various channels (including voice, email, chat, social media, etc.).

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• Establish and maintain a relationship with key parties of the eCommerce operation to:

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o Understand processes and procedures available on applicable ecommerce systems, and efficiently update the client.

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o Act as the point of contact for the operations and customers to resolve day-to-day operational issues and queries.

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• Support ecommerce operations flow from order creation to delivery and maximizing the percentage of online orders to be delivered to customers on-time and in-full by:

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o Identifying online orders that are behind pre-agreed SLAs and proactively working with the stores and delivery operations to rectify these orders.

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o Identify where proactive communications are required to the customer.

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• Identify common trends within support interactions and escalate appropriately.

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Technical Proficiency and understanding in/of Products/Services - Understands ecommerce technical information and products to adequately perform on the job and guide customers towards a solution.

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• Customer orientated - Committed to providing high-quality customer service. Empathizes with customers and ensures their customer needs are understood, problems timeously resolved, and expectations met and resolving queries as well as leaving a good impression. Always thinking of the customer first attitude.

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• Excellent written and verbal communication skills ability to convey information and data clearly, accurately and succinctly.

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• Good problem-solving skills - Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions.

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• Well-developed interpersonal skills xc3xa2xe2x82xacxe2x80x9c able to interact, engage and maintain professional relationships with people at all levels of the corporate structure, and enjoys. Authentic and builds positive rapport with customers.

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• Able to work under pressure, prioritize and balance numerous competing demands in a high-volume, high pressured, fast-paced working environment.

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• Energetic and vibrant, enjoys working in a dynamic, fast paced environment.

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xc3x82 Comfortable with change and adapting to different requests

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