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Duties and responsibilities:

• Ensure all online orders are fulfilled within 24 hours of receipt.
• Ensure all online orders are delivered to customers within 5 working days of order.
• Ensure any exchanges or refunds are done within 7 days of request and that exchanges are delivered to a customer within 12 days of request.
• Respond to all customer queries on the same day they arrive (including weekends).
• Close off all customer queries within 48 hours of receipt
• Save the Sale exchange, sub or voucher - Keep refunds to less than % of return values
• Ensure that all queries that are closed and moved onto Shopify for Sub Refund or Exchange are completed on time.
• Amend Shopify orders Refund or Exchange
• Ensure refunds or exchanges are done on the same day stock arrives back in DC. i.e. within 7 days of request.
• Ensure all store related quality issues are resolved on time directly with the customer. Collect, Track, Inspect, communicate, resolve, ensure delivery within 5 working days.
• Keep aside stock in stores under special orders for return exchanges.
• Take all customer query calls that come into the office line.
• Provide feedback to the directors on what we can do to avoid customer issues.
• Calling customers
• Taking calls
• Responding appropriately and on time to all queries and requests.
• Taking action immediately.
• Providing solutions.
• Following up on what you have promised other people will do to satisfy the customer.
• Using Shopify to adjust orders and drive so that KRAs are achieved.
• Getting it done not just your tasks but everyone else that has tasks that will deliver on your commitment to the customer.
• Monitoring reports and getting the results on any slippage from whom ever you have to make it happen.
• Escalation of systemic issues to management for action Looking for patterns and route cause.

Requirements:

• Advantage - tertiary qualification in commerce field
• Analytical mindset with a focus on continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment
• Proven track record in achieving results
• Working in seasons December etc.
• Weekend work check Freshdesk and respond to urgent matters
• After hours work on occasion to resolve a customer issue after hours.
• Selling skills
• Follow up Communicate Time frames Gathers appropriate info Evaluates Results.
• Customer focus Listening skills - Seeks to understand the customer Educate the customer Builds collaborative relationships takes action to meet customer needs and concerns, Set up customer feedback systems.
• Communication skills - The ability to select the most appropriate form of communication to get the job done
• Building a successful team Develop structure shared vision
• Decision making Identify Issues Problems and opportunities
• Quality Orientation Follows procedures Ensures High quality output Take action.
• Knowledge of the product and brand.
• Eloquent communication skills in line with the luxury brand.

IMPORTANT NOTICE
By applying to this advert you hereby acknowledge that you have read and accept the following Protection of Personal Information ACT (POPIA) disclaimer:
I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer "personal information" shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 ("POPIA"). Apply Now

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Jobs in Go!