Customer Service Agent for Sportsmans Warehouse | Onsite CT
About the job
Sportsmans Warehouse, a division of the Holdsport Group, is looking for a deadline driven, goal orientated and motivated individual to join their Head Office Customer Care Team in the position of Customer Care Agent on a six-month contract.
Candidates will need to be available to work 2 Saturdays per month and work overtime during busy periods (Black Friday, Festive period)
Daily Key Duties
- Ø Identifying and understanding customer needs
- Ø Provide an excellent customer experience
- Ø Phones: Answer calls within 21 sec
- Ø Email: Respond to customers on web based “Freshdesk: with a 1st time response of not more than 1 hour
- Ø Livechat: Respond to customers with a 1st time response of not more than 2 min
- Ø Log Installations from online orders (agent specific)
Attributes/Dimensions
- Ø Clear Communication – able to listen, understand, empathise, react
- Ø Professionalism – to give the best Customer Care experience to all customers
- Ø Understand – ability to read and comprehend what the customer’s query is
- Ø To be inquisitive – being able to investigate, probe, questions
- Ø Empathy – ability to put oneself in the customers situation
- Ø Problem solving – able to identify what went wrong, how to resolve.
- Ø Patience – take the time to listen to and fully understand each customer’s problems and needs.
- Ø Attentiveness – The ability to truly listen to customers is crucial to providing great service
- Ø Emotional intelligence – work well under pressure, able to relate to all, not to take customer’s frustration and anger personally.
- Ø Writing skills – write full sentences, able to convey a response with sincere empathy, without sounding abrupt/rude e.g. “You have to log out first” vs. “Logging out should help solve that problem.”
- Ø Creativity and resourceful – solving the problem is good, but finding clever and fun ways to go the extra mile
- Ø Positivity – ability to use positive language
- Ø Flexible – able to adapt, accept new challenges
- Ø Strong Team Player – ability to communicate with your co-workers, assist where help is needed, highlight trends
- Ø Passion – to have a true passion for doing the best and delighting customers
- Ø Commitment/Dedication – to have a good work ethic, take pride and ownership
- Ø Ability to share information and present product training is an advantage
Skills Required
- Ø Computer Literate – ability to quickly learn and adapt to web-based apps, courier portal DPD, Dolfinlive
- Ø Multitask – ability to handle customer on phone and give feedback from various channels on desktop.
Please send a concise CV (no more than 3 pages) to: Email: camelita@moresport.co.za
Closing Date: Tuesday, 02 July 2024
Sportsmans Warehouse, a division of the Holdsport Group, is committed to the principles of the Employment Equity Act, and to achieving an equitably representative and diverse workforce.
