Customer Service Representative

Overview

The role of the customer services representative is to build strong relationships with our customer base, to proactively manage the customers’ expectations and to resolve any emerging problems quickly, accurately and efficiently. This is a fast-paced environment and operates across several communications channels including telephone, chat, email and social media. Department opening hours are between 8am and 6pm Monday - Friday and 8am - 1pm on Saturday. A shift roster is in operation between these hours. Standard working week is 37.5 hours.

Qualifications

• Experience in a customer-focused area is desirable but not essential
• Ability to integrate easily into a dynamic, multi-skilled environment
• Evidence of attention to detail and accuracy
• Enthusiastic and self-motivated
• Ability to work both individually and as part of a team.
• Experience dealing with difficult customer interactions, reflecting strong communication skills
• Excellent communication skills both verbal and written

Responsibilities

• Effective management of incoming and outgoing contacts
• Identification of customers’ needs, assessing problems and finding swift resolution
• Building of strong relationships, developing trust through open and interactive communication
• Provision of accurate, valid and complete information, recording detail using the department tools provided
• Handling customer queries, providing appropriate solutions and options efficiently and following up to ensure resolution
• Following the Customer Services and Quality procedures, guidelines and policies
• Going the extra mile to engage customers.