Customer Support Agent

Role Purpose: 

Ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular: 

Build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth 

Key Role Specific Accountabilities: 

PERFORMANCE MANAGEMENT

Ensure that all cases are accurately raised in CRM for follow up and accurate data recording

Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received

Follow department action plans to ensure an improved customer experience and a constant approach

Work towards achieving first call resolution by finding and offering a solution to the customer

Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer 

The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver’s tablet

PEOPLE

Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved 

HEALTH AND SAFETY 

Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment

Report any risks hazards and unusual activity to your senior or manager immediately 

COST CONTROL

Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency

BUSINESS PLANNING

Follow the department business plans and action plans as agreed by the department management team