To work within and contribute to a high performing team providing excellence in customer service.
Understand our customers’ needs and expectations whilst providing each customer with a personalized experience. We pride ourselves on being able to resolve issues at the first point.
Adjust the level of support in accordance with the business needs
A SNAPSHOT OF YOUR ROLE
- Enthusiastically engaging customers regarding the products and purchase process, providing a confident and concise answer to their inquiry.
- Providing webchat and email support that includes a structured and well-written email response within the agreed SLA
- Providing exceptional customer service to our large base of customers.
- Ensuring that all interactions and relevant information is captured in the ticket logging process.
- Taking ownership & accountability of issues.
- Ensuring that all processes are performed as per the documented procedure.
- Being able to assist other teams within our group should their volumes become.
A BIT ABOUT YOU
- At least 6 months of being a Customer Service Representative supporting clients through webchat or email in a BPO industry
- Strong written and English communication skills.
- Able to prioritize competing workloads to ensure that tasks are actioned in the appropriate order.
- Being able to adapt to change.
- Able to understand issues from a customer’s perspective when addressing issues. Needs to be a team player as the environment is quite fast-paced and dynamic.
- Professional, Self-directed & Proactive.
- Knowledge and familiarity with Vape industry.