Job Type: Full-Time
Working Hours: Monday to Friday, 9:00 AM - 5:30 PM
About Us: We are a dynamic and growing company dedicated to delivering outstanding customer experiences. We pride ourselves on our commitment to quality and customer satisfaction. We are currently seeking a talented and motivated Senior Customer Service Representative to join our team and play a crucial role in maintaining our high standards of customer service.
Job Overview: As a Senior Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and support. You will handle a variety of customer inquiries and requests, ensuring that each interaction reflects our commitment to customer satisfaction. This role requires a proactive approach, strong problem-solving skills, and the ability to thrive in a fast-paced environment.
Key Responsibilities:
- Customer Interaction: Respond promptly and professionally to customer inquiries via phone and email, providing accurate information and solutions.
- Order Management: Assist customers with placing orders, tracking shipments, and resolving any issues related to products or services.
- Product Expertise: Offer product recommendations, educate customers on product features and benefits, and ensure they have a positive shopping experience.
- Issue Resolution: Investigate and resolve customer complaints efficiently, ensuring a satisfactory outcome for both the customer and the company.
- Quote Generation: Prepare and provide accurate quotes to customers, ensuring transparency and clarity.
- Order Updates: Keep customers informed by updating their orders and providing regular status updates.
- Ad Hoc Duties: Perform additional tasks as required to support the team and ensure smooth operations.
Skills & Competencies:
- Sales Experience: Demonstrated ability to upsell, cross-sell, and close sales while maintaining a customer-centric approach.
- Self-Management: Ability to work independently, prioritize tasks, and manage time effectively without constant supervision.
- Empathy & Patience: Strong capacity to understand and share the feelings of others, with the patience to handle challenging customer interactions.
- Common Sense: Practical problem-solving skills and the ability to make sound decisions based on experience and intuition.
- Problem-Solving: Analytical skills to assess situations, identify root causes, and implement effective solutions.
- Positive Attitude: A can-do approach and a positive outlook, even in challenging situations.
- Product Knowledge: In-depth understanding of our products, their features, and benefits, with the ability to communicate this knowledge to customers.
- Conflict Resolution: Ability to de-escalate tense situations and resolve conflicts in a professional and constructive manner.
- Accountability: Ownership of responsibilities and a commitment to delivering results.
- Attention to Detail: Precision in managing customer orders, generating quotes, and updating records to ensure accuracy.
- Customer Insight: Ability to identify customer wants and needs, even when they are not explicitly stated, by asking the right questions and interpreting indirect inquiries.
- Competitive Edge: Skill in identifying and articulating our Unique Selling Points (USPs) when a customer is comparing our offerings with a competitor's lower-priced quote.
Requirements:
- Experience: Previous experience in customer service and/or inbound sales.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to convey information clearly and effectively.
- Seasonal Flexibility: Willingness to support the team during peak periods (March to August) when the business experiences its busiest times. We encourage taking annual leave during the quieter months (September to February) to ensure team productivity remains high.
What We Offer:
- Training: Comprehensive training to equip you with the knowledge and skills needed to excel in your role.
- Professional Growth: Opportunities for career development within our growing company.
- Supportive Environment: A collaborative and supportive team culture where your contributions are valued.
How to Apply: If you are a motivated individual with a passion for customer service and the skills to excel in this role, we would love to hear from you. Please submit your CV on indeed and a cover letter outlining your relevant experience and why you are the perfect fit for this role.