UK Customer Service Facilitator

SUMMARY:
Are you a people's person who would rather pick up the phone and talk to a customer than hide behind email?

Our client, based in Pinelands, Cape Town, is looking for someone with strong customer service experience who has travelled or worked in the UK to join their team.

In this role you will liaise with the outsourced delivery partner to ensure customer orders are accurate and on track, while you resolve any queries on online orders, keeping customers happy from order to delivery.

POSITION INFO:
REQUIREMENTS

• Matric (a relevant qualification is highly advantageous)
• Proven experience in customer service or a similar sales environment
• Experience dealing with UK customers, by phone and in writing
• Time spent living, working, or travelling in the UK, and a good understanding of UK culture and the expectations of high-end customers
• Clear, confident telephone manner and excellent spoken and written English
• Comfortable using CRM and order management software
• High attention to detail and data accuracy
• Able to multitask and prioritise in a busy environment
• Customer-first mindset, remaining calm and professional when handling upset or difficult callers
• Team player and strong problem solver

• Handle and resolve escalations from the Customer Service Advisors, protecting the customer relationship and building brand loyalty
• Support the Advisors with difficult queries by suggesting solutions and helping them problem-solve
• Work with the customer service team to resolve all problems that arise with online orders
• Liaise closely with the outsourced delivery company to overcome delivery obstacles and keep orders on track
• Process sales orders accurately and efficiently, and follow up on problem orders, deliveries, and delays
• Log all interactions in the customer management system, working across three systems including the delivery company's
• Understand customers' individual needs and find long-term solutions to repeat problems
• Work with the Manager to make decisions in the best interests of both the customer and the company
• Help improve customer care scores on the trust monitoring platforms
• Keep up to date with product specifications, promotions, and seasonal changes, and upsell or cross-sell where appropriate
• Coordinate with the warehouse and delivery teams to ensure accurate fulfilment
• Carry out other related tasks as directed by your Manager