Customer Service Agent for Wellness Warehouse | Remote SA
Job Purpose:
The purpose of the customer service agent is to assist customers with queries regarding products and/or orders. They also assist in resolving complaints and provide customers with information about products and service offering.
AREAS OF RESPONSIBILITY:
Customer Service
- Responds to and resolving of customer service queries and complaints
- Allocate tickets to relevant departments – i.e., Merchandise, Wellness Consultant, Product Technologist, Retail Operations, etc.
- Identify and isolate spam email
- Handle Live Life Well loyalty program queries and escalate when necessary to the Retail Operations team
- Advise improvements for customer service processes
- Telephonic assistance, when required, to resolve customer queries effectively
Ecommerce Specific Operations
- Returns/Exchanges of damaged items
- Booking of collections
- Liaising with Ecommerce DC, Merchandise, Planning & Stores to resolve problematic customer queries/orders efficiently
- Manual order processing and follow ups
- Request refunds and refund proof of payments
- Investigating failed online payments/orders
- Activating and linking Live Life Well loyalty profiles to online customer profiles
JOB SPECIFICATIONS:
- FMCG Retail store experience
- Previous customer service experience (Online / in store)
- Very good written and verbal communication skills
- Excellent customer service skills