Customer Service Representative for Media24 | Onsite CT

Main purpose of the role:
The Customer Service Representative plays a pivotal role in ensuring exceptional customer satisfaction. Reporting to the Customer Service Manager, you will be responsible for managing customer inquiries and resolving issues promptly and effectively.

Requirements:

• Previous experience in customer service, preferably within a similar industry.
• Excellent communication skills, both verbal and written, with a strong customer service orientation.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Strong organizational skills with the ability to manage multiple tasks and prioritize workload effectively.
• Problem-solving skills with a proactive and solution-oriented mindset.
• Ability to work collaboratively with cross-functional teams and adapt to changing priorities.

Key responsibilities:

1. Customer Inquiry Management:
   • Respond promptly to customer inquiries via phone, email, or chat, providing accurate and courteous assistance.
   • Address customer concerns, complaints, and requests in a professional and timely manner.
   • Ensure thorough follow-up to ensure customer satisfaction and resolution of issues.
2. Issue Resolution:
   • Investigate and resolve customer issues related to deliveries.
   • Collaborate with cross-functional teams to address customer concerns effectively and prevent recurrence.
   • Escalate unresolved issues to the Customer Service Manager as needed for prompt resolution.
3. Communication and Liaison:
   • Maintain clear and consistent communication with customers, providing updates on order status and addressing any inquiries promptly.
   • Deal directly with couriers to coordinate shipments, track deliveries, and resolve any shipping-related issues.
   • Collaborate with internal teams to ensure seamless order processing and delivery.
   • Build and maintain positive relationships with external stakeholders, including customers and suppliers, to enhance customer satisfaction and loyalty.

Given the employment equity policy of Media24, preference will be given to suitable candidates from the designated groups.