Italian Customer Service Advisor (Seasonal Contract) Work from Home.

This is a seasonal contract (WFH) - October 2024 TO March 2025 (Potential to extend the contract depending on the campaigns performance)

KEY ACCOUNTABILITIES:

Brand ambassador for the client

Ensure customer service is provided at a high standard

Ensure that all customers can communicate with ease by acting quickly and consistently

Display your passion for service by always putting customers first

Make sure the customer is at the heart of every conversation

Achieve all personal KPIs

Take ownership and responsibility for personal development, learning and performance levels

Willingly undertake all necessary training provided by the Training Manager or client

The teams goal is to meet, deliver and where possible, exceed our clients expectations and Service Level Agreements (SLAs).

MAIN ACTIVITIES:

Be the first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scripting

Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics

Provide outstanding customer service across telephone, social media, webchat and email

Update and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issue

Keep managers and team members updated with sensitive or potential Brand impacting issues

JOB DESCRIPTION

Follow agreed Customer Service processes, but recognise when you need to do something different in the interests of customer satisfaction

Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement

Escalate any sensitive customer issues through the agreed channels

To ensure that all information captured is recorded clearly and concisely without spelling errors

To consistently deliver optimum levels of quality and service at all times

To actively create trust with the customer demonstrating an open and honest approach

To use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the client

JOB DESCRIPTION

KEY SKILLS:

Essential

A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach

Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer

Excellent interpersonal skills; able to communicate with customers and colleagues at all levels

Ability to work in a fast-paced environment with tight deadlines

Able to multitask and manage own workload and prioritise tasks to achieve deadlines

Able to remain calm under pressure

Strong written and verbal communication skills

Experience of working in a customer-facing environment

Works well within a team

Confident IT skills

Flexibility, professionalism, drive and willingness to learn

Have a real enthusiasm about joining our client's family and developing your career with them

Desirable

Experience of working in a contact centre environment

An understanding of high-end fashion brands

An interest in fashion

Working hours: 10am-7pm/11am -8pm

Salary: Market Related depending on experience and skill set

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202608 subject heading or email body.Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za