Customer Service Agent

JOB OVERVIEW

We are seeking a passionate, empathic and friendly Customer Service Representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR, you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.

ROLES & RESPONSIBILITIES

Field incoming phone calls and respond promptly to customer queries via phone call and email

Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

keep records of customer interactions, process customer accounts and file documents

Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction

Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information

Maintain a positive, empathic and professional attitude towards customers at all times

Build sustainable relationships and trust with customer accounts through open and interactive communication

Follow communication procedures, guidelines and policies

Meet personal/customer service team sales targets and call handling quotas

Collect and record customer feedback and information, and share that with appropriate departments and team members

Attend all required customer service-related meetings

Go the extra mile to engage customers

KEY REQUIREMENTS

Qualification & Experience

Matric Certificate (Advantage)

1- 2 years of experience in customer service role or a customer service-related role

Skills & Competencies

Must Have

Fluency in English (verbal and written) and have excellent written and verbal communication skills

Strong phone contact handling skills and active listening skills

Basic computer skills and excellent phone disposition

Ability to multitask, prioritize, and manage time effectively

Ability to thrive in a fast-paced and sometimes high-pressure environment

Friendly, patient, compassionate, and have a positive attitude

Customer orientation, ability to adapt and to foster and maintain relationships

Willingness to work independently and as part of a team
Advantageous

Experience in Fresh desk systems and practices