Position Summary
Reporting to the Customer Service Manager, the Customer Service Representative is a customer facing role. We aim to provide an excellent service to our customers through first line support over phone, email, and chat platforms. The successful candidate will have the ability to resolve a variety of queries received from both end customers and retailers/service partners. We are a global inclusive team and require someone to demonstrate a positive attitude when faced with change, working with your teammates and with our partners.
Main responsibilities
- Ensuring customers are provided with reliable response in a timely manner
- Maximise first contact fix on each customer interaction
- Completing essential follow-up documentation after each interaction with the customer
- Proactively updates customers where required
- Contributes to the overall team performance by meeting agreed targets
- Supporting retail performance by providing technical support to retail employees where needed, to remove any barriers to sale and to improve retail employee’s knowledge of Invisible shield on demand service on an ongoing basis
- Responsible for identifying process gaps and initiating a change to the benefit of both the customer & company and working with the Customer Service Manager to highlight potential events/issues within the day, identification of training needs
- Continuously updates skills & knowledge by completing E-Learning courses as required
- Provide translation support where applicable
- Liaise with the logistics partners to support customer requirements
- Work in accordance to KPI’s
- Supporting ad hoc requests
Position Requirements
- Fluency in English
- Availability to complete 39 work hours (5 working days) within the work week Monday – Friday 9am – 5.30pm
