About the position
We are seeking an enthusiastic and self-driven Customer Service Agent to join our team working on a UK-based campaign, focused on gifting and flower sales.
As a Customer Agent, you will be the heart of the client’s customer experience, providing exceptional support to UK and European based customers via email, chat, and phone. You will ensure that every interaction leaves customers feeling valued, heard, and delighted. Experience in supporting UK and/or European based customers is a MUST.
This is an hybrid position based in PTA East or Cape Town.
This is a target-driven role, and you will need to exhibit strong communication and problem solving skills to meet daily performance goals. The environment is customer centric with a key focus on Customer Satisfaction Scores (CSAT) and KPI’s such as Actions per hour, Tickets per hour, Quality Assurance and Average handling time.
Skills & Experience:
- Matric
- Experience in supporting UK and/or European based customers is a MUST.
- Background in the floral, gifting, or e-commerce industry.
- Exposure to ticketing systems like Zendesk or Freshdesk.
- Experience: Minimum 1-2 years in customer service, preferably in a BPO or e-commerce environment.
- Communication: Strong written and verbal communication skills in English and Dutch/German.
- Tech Savvy: Proficient in CRM systems, chat support tools, and email platforms.
- Problem-Solving: Ability to think on your feet and resolve issues efficiently.
- Empathy & Patience: A customer-first approach with the ability to handle sensitive situations gracefully.
- Adaptability: Comfortable working in a fast-paced, evolving environment.
- Time Management: Ability to multitask and prioritise in high-volume periods.
- Team Player: Works well independently and within a team to achieve KPIs.
- Cultural Awareness: Comfortable working on a UK campaign, with an understanding of UK and European business preferences and business practices. Willing to work UK/EU hours.
Key Responsibilities: Customer Service:
- Handle customer inquiries, complaints, and requests efficiently and empathetically.
- Assist customers with orders, tracking deliveries, refunds, and product queries.
- Work within agreed SLAs to ensure timely and high-quality support.
- Maintain a positive, problem-solving attitude to enhance customer satisfaction.
- Collaborate with internal teams (operations, logistics, product) to resolve escalations.
- Uphold client’s brand values and tone of voice in all communications.
- Provide proactive support and recommendations to enhance the overall customer journey.
Desired Skills:
- Customer
- BPO
- UK
- International
