Job Description

You will answer incoming calls from customers, respond to their inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for customers interested in the products we offer and will be responsible for assisting them either over the phone or in person.

Duties and Responsibilities

• Answer incoming calls
• Identify and resolve customer complaints
• Identify and escalate issues to supervisor when necessary
• Provide product and service information to customers
• Recognise, document and alert the management team of trends in customer calls
• Follow up on customer calls where necessary
• Other duties as assigned

Required Skills or Experience

You'll need to show evidence of the following:

• Superior listening, verbal and written communication skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• Ability to handle stressful customers and situations appropriately
• Ability to work well in a team
• Strong customer focus personality
• Ability to prioritise workload
• Attention to detail
• Good data entry and typing skills
• General/basic knowledge in MS-Office Suite, especially MS-Word and MS-Excel