Customer Care Assistant

The role of the Customer Care Assistant involves promptly and professionally responding to customer inquiries and feedback through multiple channels. As the first point of contact, you will communicate clearly, respectfully, and confidently, ensuring that customer inquiries are resolved in line with service level targets. You are responsible for providing timely resolutions to all complaints and inquiries, ensuring that every customer has a seamless and positive experience

Additionally, the agent must create personalized, warm connections, serving as an ambassador for service at the company while delivering exceptional customer service and adhering to company policies and practices.

WHAT YOUR DAY LOOKS LIKE

Customer Obsessed & Delivering Service Like No Other

• Work collaboratively with your team to ensure we deliver seamless service
• Be an engaging and active listener.
• Respond to all customer enquiries and feedback received across multiple channels
  including phone, email, social media, live chat, text and written correspondence in
  line with Service Level Agreements and quality standards
• Evaluate complex situations and act accordingly, knowing when to escalate for further resolution
• Support customers with placing orders both instore and Online
• Assist with administrative support tasks, including data entry, payments, returns, and cancelations, for Online orders with accuracy.
• Provide support to Stores, the Fulfilment Centre and other stakeholders in resolving
  customer enquiries
• Approach all customer interactions with a friendly and positive demeanor, lead with
  resilience and maintain composure in stressful situations.

Driving Commercial & Operational Achievement

• Seek out innovative solutions to resolve customer feedback and deliver service like
  no other
• Be commercially aware of current promotional activity and leverage this knowledge to identify opportunities to resolve customer queries.
• Ability to liaise with individuals across all levels of the business to achieve customer
  outcomes
• Collaborate with key internal and external stakeholders to support with resolving
  customer enquiries
• Monitor own key performance indicators (KPIs) and service level agreements (SLAs),
  and take appropriate actions to meet or exceed performance targets

Leading Self, Leading & Empowering Others

• Be self-motivated working in a fast paced, high volume transactional environment
• Contribute towards a positive and motivating work environment, working
  collaboratively
• Be proactive in self-learning and participate in training sessions
• Lead self to ensure empowered, capable, and accountable to resolve customer
  enquiries and feedback.
• Act in accordance with the company's Code of Ethics & Conduct.
• Comply with the company's policies, practices, and procedures.

WHAT YOU'LL NEED TO THRIVE

• Exceptional written and verbal communication skills
• Technical literacy operating in a multi-system ecosystem
• Ability to remain calm while multi-tasking in a fast-paced environment
• High attention to detail and excellent time management ability
• Adaptability and innovative thinking
• Self awareness, willingness to learn, open to feedback and continuous improvement.
• Advanced competency in computer applications. Multitasking across systems, screens and conversations simultaneously.
• Intermediate skills in Office 365
• Experience in Salesforce Service Cloud
• Experience in Amazon Connect
• Customer service obsession
• Strong relationship building competence