Customer Service Representative

Administration Customer Engagement @Grayson Talent

Job Description

Key Responsibilities

  • Providing excellent customer service via incoming and outgoing e-mails (tickets) and chat.
  • Entering all customer service inquiries into FreshDesk – entries must be entered clearly, completely, and closed out appropriately.
  • Responding to all incoming customer service inquiries received within FreshDesk or Freshdesk with the aim of a First Contact Resolution.
  • Addressing tickets assigned in the FreshDesk system within our service level agreement (SLA).
  • Providing a 24-48 hour response time on all customer correspondence.
  • Effectively manage a high ticket or chat volume.
  • Partner with internal teams to resolve inquiries as needed.
  • Utilizing support documents to assist customer inquiries.
  • Working effectively with other departments to troubleshoot or solve problems/issues.
  • Working within databases and other programs/applications that apply to Customer Service.
  • Maintaining accurate knowledge of programs and services offered by the company.
  • Ability to navigate multiple programs.
  • Maintaining and following all company policies and procedures.
  • Take ownership of customer issues reported and see problems through to resolution.
  • Follow Standard Operating Procedures for proper escalation of unresolved issues and problems to the appropriate internal teams and drive to completion.

Requirements

  • Grade 12 / Matric or Equivalent.
  • Qualified candidates will have excellent written and verbal communication skills as well as demonstrated experience responding to customer inquiries in a fast-paced environment.
  • Experience using Freshworks services (Freshdesk and Freshchat).
  • 2+ years experience in a customer facing role.
  • Resourceful: Ability to research topics you are unfamiliar with, using the internal process and knowledge base and quickly be informed to resolve questions.
  • Exceptionally detail-oriented, organized, and self-motivated.
  • Excellent communicator demonstrating a high level of empathy.
  • Correspondence layout, strong organizational skills, and the ability to work effectively with all levels of executives, management and staff is essential.
  • Dependability in attendance and performance is critical in this role.
  • Candidates must be fluent in English.
  • Flexible: Able to work under pressure and quickly adapt to change.

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