Job Title:  Customer Service Representative

Position Summary

The Customer Service Representative’s (CSR) primary role is to listen and deliver a superior Customer experience to customers.  The CSR receives and processes Customer purchases, manages Customer phone inquiries, processes credits/returns, and handles Customer complaints.  The CSR is responsible for ensuring departmental and individual goals are met and Customers are satisfied.   

Purpose of role:

Working as part of our friendly, high functioning team you will play an integral role in providing end to end customer support and product information throughout the order management process for our entire product range to not only consumers but also internal and external stakeholders. Our Customer Service team operates on a full hybrid model and are driven to deliver the highest quality standards to our customers.

Key responsibilities

• Provide exceptional customer service to all consumers as well as internal and external stakeholders through responding to phone and email enquiries.
• Process orders in a timely manner and display a sense of urgency towards customer enquiries.
• Satisfy the requirements of all internal and external customers by exceeding their expectations.
• Strive to continually improve the level of satisfaction of both internal and external customers through building relationships, improving processes, and skills development.
• Management and first call resolution of customer concerns.
• Work in a fast-paced and challenging environment, with full support from your lead.

Required Experience

To be successful in this role, you will be able to demonstrate that you:

• Previous experience working in a similar customer service role.
• Strong verbal and written communication skills; professional telephone contact handling skills and active listening.
• Strong computer skills and experience with Microsoft Office.
• Exceptional problem solving and negotiation skills.
• High level of resilience.
• Proven ability to meet KPI’s.