Escalations Team Executive

SUMMARY:
Have you travelled or worked in the UK and have experience dealing with clients resolving issues when an online order has not arrived or arrived incorrectly? 

This position is working for our International Client based at their Cape Town office in Pinelands. 

The responsibility is ensuring friendly, reliable, and solution-focused Customer service is given telephonically to UK based customers.

Being the first point of contact for customers resolving queries with online purchases it is highly advantageous if you understand the UK culture and surroundings as a lot of problems occur with their outsource delivery company where you will be resolving delivery and product issues.

POSITION INFO:
REQUIREMENTS

• Matric, relevant qualification highly advantageous
• Experience in a customer services or similar sales environment
• Experience dealing with customers in the UK
• Preferably experience or time spent in the UK or come from a UK background or culture.
• Good clear speaking voice
• Proficient in UK English (UK accent preferable)
• Understanding of the UK culture and especially the high-end customer who will not settle for poor service
• Strong communication skills, both verbal and written.
• Comfortable using CRM and order management software.
• High attention to detail and data accuracy.
• Able to multitask.
• Customer-first mindset with a calm, helpful attitude.
• Ability to handle confrontation and aggression over the phone and remain calm and professional
• Team worker and strong problem solver

• Working with the customer service team handling all areas of problems that occur with orders online
• Log interactions in the customer management system and work across three systems including the delivery company system.
• Handle escalations from the Customer Service Advisor
• Resolve escalations in a manner that ensures that you not only maintain the customers but further the brand loyalty.
• Assist the Customer Service Advisors with difficult queries by suggesting solutions and assist with problem solving.
• Work closely with the outsources delivery company to overcome obstacles to delivery.
• Working with the Manager, make decisions that are in the best interests of both the customer and the company.
• Improve the customer care scores on the various trust monitoring platforms.
• Understand the customers unique needs and work to find long term solutions to repeat problems.
• Process sales orders accurately and efficiently on the system while tracking and follow up on problem orders, deliveries, and any delays.
• Maintain up-to-date knowledge of product specifications, promotions, and seasonal changes.
• Upsell or cross-sell products when appropriate.
• Coordinate with warehouse and delivery teams to ensure accurate fulfilment.
• Any other related task as directed by your Manager.