Job Description
We are looking for someone who:
is passionate about ensuring a customer's experience is consistently satisfying
understands that excellent customer support is an advantage in a highly competitive market
can collaborate across multiple teams
is persuasive without being pushy. Our customers are well-informed and come to us for expert advice
can act as a guide, allowing the customer to be particular and discerning in their choices while offering advice and direction for their needs
promotes loyalty by encouraging customers to return
is consistent and assertive across all interactions putting customers at ease
has the ability to adapt to customer expectations by reading their cues and framing assistance in the right way for them
remains calm under pressure
is proactive in finding solutions for customer queries and team processes
is adaptable and embraces change as continuous improvement and agility in our offering
is feedback-oriented and proactive in driving growth
can effectively self-manage their time and priorities
is process-oriented and understands that accurate process results in happy customers
is upbeat and brings a positive energy to the team
has a good general knowledge of cooking, food, kitchen equipment and entertaining
Responsibilities
Managing customer expectations, requests, queries and concerns across a variety of communication channels (social media, email, live chat and calls)
Working in a collaborative manner across various teams within the business
Ensuring customer orders are fulfilled as quickly as possible
Follow system and operational processes
Report on daily concerns and trends
Collaborating with our Store teams daily to support a strong Omnichannel offering
Qualifications
Confidence in a customer facing role
Experience with multiple communication methods and excellent communication skills
Excellent multi-tasking skills
Strong IT skills and a high level of comfort working on various software packages
Exceptional listening, analysis, written and verbal skills
2+ years experience in a customer-facing environment
Grade 12/Matric