Customer Service Agent - Randburg, South Africa - Top Coffee

Description

Responsible for easing the CRC customer through lifecycle with functional, emotional and behavioural expertise, conveying this customer experience bond required by the luxury environment set by the Nespresso brand.

• Understand customer request/complaint, bringing the most appropriate answer/solution according to CRC Guidelines.
• Gather information /answers next to different departments/suppliers in order to deliver the right solution to the client

• Followup satisfied and unsatisfied client requests concerning invoice and client data correction.
• Gather information /answers next to different departments/suppliers in order to deliver the right solution to CRC customers

• Execution of campaigns: optimize use of outbound call lists,
• Study account details to understand customer profile,
• Perform outbound calls according to each campaigns specific objectives.

• Monitor social media conversations and activity eg livechat, and work with internal teams to field customer and support question
• Familiarity with social media and digital communications and knowledge of the role they play in building brand awareness, engagement, and traffic

• Followup satisfied and unsatisfied client requests concerning the order or delivery aspects.
• Gather information /answers next to different departments/suppliers in order to deliver the right solution to CRC customers

• Followup satisfied and unsatisfied client requests concerning the repair or machine delivery aspects.
• Gather information /answers next to different departments/suppliers in order to deliver the right solution to CRC customers

• Respecting business and compliance procedures
• Using the right tone of voice adapted to the channel and situation with care and listening attitude towards the customer
• Being empowered to solve and commit to actions
• Being efficient in resolution, while always meeting the quality standards of Nespresso

• Sharing his passion for the brand, products and services
• Always delivering an unbeatable level of service to the customer
• Acting professional
• Building relationship to the brand by creating proximity, personalization and sense of service

• Phone: Quality of speech and voice
• Social Media: Constant awareness of the stakes on brand reputation

• Solve Prospect and customer requests, raised through any channel of contact
• Promote the brand by acting as a brand ambassador towards the customers
• Expertise in oral communication for each type of customer (openminded, listening, understanding of customer's needs and ability to capture customer's interest)
• Develop sales by handling the customer purchase; providing impactful advices and information on products and services; identifying and leading upsells / cross sells
• Provide ideas of innovation and alert on customer insights to management
• Master customer service interactions, with the right attitude and skills specific to each channel
• Effective implementation and running of Nespresso Campaigns
• Recommendations for continuous improvement of performance
• Displaying a passion for customer service and a commitment to exceeding customer expectations
• Presenting excellent interpersonal and communication skills, for communicating effectively with both Customers and Co-Workers in challenging situations
• Willingness to work flexible hours as and when required

• Matric
• Relevant qualification advantageous
• Minimum 5 years' experience in a customer service role
• Highly proficient in MS Office
• Join our growing team, a taste of something better awaits you_

• Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

• High School (matric) (preferred)

• Customer service: 3 years (preferred)