Seasonal Customer Success Agent

Seasonal Customer Success Agent (CPT Warehouse)

About us

Step into the wild world of OneDayOnly – South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.

We're not fussy – if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!

About you

OneDayOnly is looking for extra hands to help out in our Customer Service Department over the period of November 2024 and January 2025. We expect to become busier than usual as we drive customers to our site for the most amazing discounted deals on offer over the Black Friday, Cyber Monday, and Xmas period.

• You love helping people and know that an angry customer is just a golden opportunity. Hearing people say "Thanks! You're my hero for the day!" is what gets you out of bed in the morning.
• Your typing skills are off the charts and typing errors are non-existent.
• You're calm under pressure and able to think outside the box for a solution if necessary

The role of Customer Service Agent requires excellent listening and communication skills and requires exceptional customer service throughout. We strive to exceed customer expectations, respond quickly and minimise customer frustrations, and provide strong customer support through professionalism, empathy, friendliness, and a quick decision on the best course of action for the customer.

Responsibilities:

• Identify the customer query/issue; gather and populate the relevant information on all related platforms/programs to assist the customer and or neighbouring team members or departments in the best possible response time.
• Commit to the customer, commit to the sale: familiarise yourself with current and previous deals, product info and deal pricing to assist customer queries and product-related questions.
• Perform small troubleshooting exercises by understanding the deal and product blurb/information to assist the customer effectively and avoid a longer resolution time.
• Liaise with the relevant Buying Team members to obtain required product/deal information, populating all relevant platforms/documentation/sheets required when escalating a customer's query to neighbouring team members and or department.
• Deliver exceptional Customer Service, resulting in the best course of action for the customer; obtained within the best possible resolution time.
• Avoid poor response time outside of our SLA, a lack of communication/feedback - not addressing a customer's query/question adequately; implementing stalling techniques (lip service).
• Identify query and product-related trends and escalate/raise them to the relevant departments.
• Adequate use of time management relating to all job-specific requirements.
• Reliability and willingness to assist according to the business needs.

Requirements / skills:

• Service orientation at the highest level
• Excellent use of grammar with exceptional verbal and written communication skills
• Very good computer literacy with the ability to quickly learn new software
• Experience on a customer service ticketing system (ZenDesk, Freshdesk) gives you major bonus points!
• Creative problem analysis and problem-solving techniques, with a high tolerance to stress and a fast-paced working environment
• A keen eye for attention to detail and accuracy throughout all working platforms
• Highly adaptable, built in initiative, customer-focused, driven, outgoing and a team player
• A hardworking, fast-paced; all-round performer
• Minimum of 2 years customer service experience advantageous
• Matric

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Last updated on Sep 16, 2021