To provide the required level of customer service to Clicks Group customers, to increase customer loyalty.
Purpose and Objectives
Manage the OMNI Contact Centre Remedyforce queue.
Manage flagged Fraud orders in Hybris
Assist with resolving problem parcels
Assist with password reset requests
Submit weekly reports to the Team Leader detailing the number of interactions handled.
Assist with managing the OMNI mailbox and ensure that emails are distributed amoungst the team.
Meet Customers' expectations by being knowledgeable, professional and courteous and through ensuring ‘one-contact' resolution
Perform checks of website when required - to ensure that customers are enjoying a seamless experience.
Assist with the management of the Supply Chain queue in Remedyforce and all order failures, by ensuring that issues are resolved and customers are informed in a timeous manner.
Failures include: Customer return logs, Damaged/Missing parcels, Delivery exceptions and late deliveries and short picks
Any reasonable ad-hoc duties requested from management.
Essential: 2 years Contact Centre Experience in an e-commerce customer service environment.
Desirable: Contact Centre qualification
Consumer Protection Act
Job Related Skills:
Customer Service orientation
Above average business writing skills
Demonstrated flair for online troubleshooting
Following instructions and Procedures
Relating and networking
Planning and Organising
Coping with Pressures and Setbacks
Entrepreneurial and Commercial Thinking
Working with people
Adhering to Principles and Values
Delivering Results and Meeting Customer Expectations