OverviewThe 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.
QualificationsExperience in a customer-focused area is desirable but not essentialAbility to integrate easily into a dynamic, multi-skilled environmentEvidence of attention to detail and accuracyEnthusiastic and self-motivatedAbility to work both individually and as part of a team.Experience dealing with difficult customer interactions, reflecting strong communication skillsExcellent communication skills both verbal and writtenResponsibilitiesEffective management of incoming and outgoing contactsIdentification of customers' needs, assessing problems and finding swift resolutionBuilding of strong relationships, developing trust through open and interactive communicationProvision of accurate, valid and complete information, recording detail using the department tools providedHandling customer queries, providing appropriate solutions and options efficiently and following up to ensure resolutionFollowing the Customer Services and Quality procedures, guidelines and policiesGoing the extra mile to engage customers.
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