Customer Service Agent

SUMMARY:
Customer Service Agent
Our client, a leading company in the Optical industry, is looking for a dedicated and enthusiastic Customer Service Agent to join their team in Sandton. The successful candidate will be responsible for providing exceptional service to customers, handling inquiries, resolving issues, and ensuring a positive experience across multiple communication channels.

POSITION INFO:
Minimum Requirements:

• Essential: Matric
• Advantageous: Own vehicle and valid Driver’s License.
• Must have at least 1 years’ experience within a similar role.
• Excellent communication skills, both written and verbal.
• Knowledge in Microsoft Office, especially in Excel.

• Handle incoming customer inquiries via phone, email, chat, or social media platforms in a professional and timely manner.
• Provide accurate information about products, services, and company policies to customers.
• Resolve customer complaints or concerns by identifying the issue, offering appropriate solutions, and following up to ensure satisfaction.
• Maintain a high level of product knowledge to effectively assist customers.
• Record and update customer interactions in the company’s CRM system.
• Collaborate with other departments, such as sales and technical support, to address customer needs.
• Meet or exceed individual and team performance goals related to response time, resolution time, and customer satisfaction.
• Assist with processing orders, returns, and exchanges as needed.
• Ensure that all customer issues are escalated to the appropriate team when necessary.
• Continuously contribute to improving the customer service process by providing feedback and suggesting improvements.