Customer Care Representative

This is a remote position.

Role Purpose:

• Responsible for the management of customer contacts, serving as the primary point of contact for all customer enquiries.
  

• Act as an advocate for our brand, ensuring that every interaction leaves a positive and lasting impression.
  

• Provide a seamless experience for customers, regardless of the channel of their enquiry.
  

• Adopt a solution-focused approach to deliver frictionless customer experiences within existing processes and system capabilities.
  

• Tailor solutions to resolve customer contacts efficiently and effectively, ensuring satisfaction at every touchpoint.
  

Key Role Responsibilities:

Identify Customer Needs:

• Active comprehension and listening skills to effectively understand customer enquiries.
  

• Effective questioning techniques to unlock the root cause of contact.
  

• Demonstrate understanding of customer needs (obtain verbal handshake).
  

• Navigate existing information and customer details to formulate a holistic view of the customer.
  

• Interact with customers by responding appropriately to their needs, ensuring timely communication, managing expectations, providing alternative solutions, and aiming for one-touch resolution to maximize customer satisfaction and value.
  

Interact with Customers:

• Respond appropriately to customer requirements and identify relevant information.
  

• Provide the customer with confidence and deliver on promised communication timeframes for queries that cannot be immediately resolved.
  

• Manage customer expectations and provide alternative solutions where expectations are not met.
  

• Where appropriate, ensure customers' inquiries are resolved in one-touch, maximizing customer value and service delivery.
  

Delivering Quality Through Adherence to Process:

• Efficient use of systems and technology to manage enquiries, cases, and workflow.
  

• Ensure that all documentation and information is accurately recorded and tracked.
  

• Respond to customer interactions in line with brand expectations to build trust and confidence (scripting, standard responses, high level of communication skills).
  

• Use clear, simple, and easy-to-understand language, ensuring responses are comprehensive across all channels.
  

• Treat customers with respect and courtesy to enhance and develop customer loyalty.
  

• Escalate and follow up complaints in line with policies.
  

• Capture any enquiries outside of existing frequently asked questions and take to leadership to create automation and articles in the knowledge base.
  

• Liaise with leadership to update policies and procedures where necessary.
  

• Take ownership of follow-up actions to progress the customer through their journey in accordance with escalation policies, timeframes, business rules, and practices.
  

Conduct Telephony Contact:

• Identify contact details and apply organisational policies and procedures.
  

• Prioritise existing ticket volume to ensure balanced contact for incoming contact volume.
  

• Understand current campaigns, sales, product recalls, or relevant customer communications that may impact the customer's journey with the company.
  

• Greet customers according to organisational protocol in a manner that encompasses cultural diversity.
  

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