Customer Care

Responsibilities:

• Following the Customer Care Department Standards for Excellence.
• Ensure you deliver an outstanding shopping experience to every customer contact via any offered communication channel (walk in, phone, email, online chat)
• Identify ways to personalize the experience of every customer, whenever possible.
• Always deal with the most difficult customers in a quick, willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
• Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.
• Carry out a through Brief and Debrief with the advisor daily at the start and end of each shift to ensure that any follow up given, have been actioned.
• Check the understanding of any new procedure’s updates with the advisor.
• Keep the team always motivated and focused on the right direction by identifying coaching & training needs through daily call coaching.
• Ensure that a minimum of 20% of the advisor calls are listened to (call recorder) ensuring the areas of development have been addressed