[Hiring] Customer Service Agent @Kinesis

Role Description

Our client is looking for Customer Service Agents for an online home shopping campaign who will be responsible for assisting customers with their inquiries, resolving issues, and ensuring a positive shopping experience via email and live chats.

• Respond to customer questions regarding products, services, order status, and account information via email or chat.
• Assist customers in placing, modifying, or cancelling orders and ensure accurate entry of order details.
• Handle customer complaints about issues like damaged items, incorrect orders, or delivery delays, aiming to provide a satisfactory resolution.
• Offer detailed information about products, including specifications, availability, and pricing, to help customers make informed decisions.
• Assist customers in tracking their orders, updating them on estimated delivery times, and resolving any issues with delivery.
• Guide customers through the return and refund process, ensuring company policies are followed and that customers receive timely updates.
• Identify opportunities to recommend additional or alternative products that may suit the customer’s needs.
• Record customer feedback and complaints to share with the relevant departments, helping the company improve its products and services.
• Ensure compliance with company policies, procedures, and quality standards during all customer interactions.
• Work closely with teams like logistics, inventory, and marketing to resolve customer issues and ensure seamless service delivery.

Qualifications

• At least 3 years experience working on an online retail/ecommerce campaign in a call centre.
• Must have Amazon experience.
• Experience providing support via email and live chats.
• Matric.
• Fibre as this is a Work from Home position.
• CANDIDATES MUST BE BASED IN CAPE TOWN.
• ***Equipment will be provided.