HomeChoice is Looking for Service Agents (10x)


Johannesburg, Gauteng

Permanent

Purpose of the role

The ideal candidate for this role will be responsible for facilitating order captures, documentation gathering and administration. You will also provide customer query resolution as well as capture customer payments and refunds/credits.

Key performance areas

Enhance customer interaction through a positive sales and service experience

Manage customer queries on accounts/short deliveries/replacements/pick up’s/irate customers/goods return’s and urgent orders
Provide customer assistance with regards to instalment payments, query resolution, order processing and goods returned
Ensure that the customer services and support service level agreements are in place and are achieved
Ensure a professional, polite and efficient service is offered by acting as an ambassador
Take responsibility by ensuring that advice is always given in the customers best interest
Ensure that positive results are achieved whilst maintaining customer satisfaction
Continuously work towards improving the customer experience and service delivery
Ensure customer excellence is achieved by driving and maintaining high standards of quality and integrity
Ensure customers are attended to on entry to show room
Ensure there immediate needs are ascertained, and assist accordingly
Ensure customers are assisted at self -help kiosks Product and process knowledge retention
Ensure that you are up to date with the catalogue and HomeChoice Products
Ensure that you are up to date on offers and pricing aligned to catalogue
Ensure that your system knowledge with regards to customer sales and service is up to date Visual merchandising and housekeeping

Support Visual Merchandising aligned to VM and Housekeeping protocols
Ensure that Housekeeping is a priority and facilitated throughout the working day, at opening, and closing
Spot checks on opening times Goods returns and administration
Manage customer returns administration and stock returns to WFS /GR book audits
WFS Feedback
Process GR – Refunds/Credit Customer Catalogue stock management
Ensure catalogues are always readily available
Ensure that you are up to date with Stock volumes advertised & promotions Assessment process completion

Ensure that assessments are documented on customers account
See that assessments are posted and collected timeously

REQUIREMENTS

Qualifications and accreditations

Grade 12/matric or equivalent Experience and skills
Minimum of one year of customer service experience within a retail environment
Effective communication skills (verbal and written)
Must be able to work shifts, weekends and public holidays
Clear credit and criminal record
Must be computer literate (email, internet, Word and Excel)
Excellent telephone and face to face customer etiquette Attributes and behaviours
Customer-focused/centric attitude
Performance-driven and results-orientated with a relentless drive to succeed
A strong can-do attitude and an energetic positive approach
Exceptional attention to detail with a thorough approach to work
Excellent listening and interpersonal communication
Team player but able to work independently


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