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Customer Service Representative

Job Ref
Job Type
Employer Type
Date Added 6 Sep 2019
Expiry Date 4 Oct 2019
* There have been 59 applications to this job.
* This job has been viewed 3517 times.


Market related


Role details:
To ensure that you provide customer service and operational support across the company group chain to all users. You’ll be responsible for delivering customer service excellence to both internal and external stakeholders by identifying issues and initiating corrective actions to remedy the cause of concern.
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Work Experience:
- 1-year experience in a customer service environment with exposure to IT operations or Service industry
- A good understanding and knowledge of the e-commerce industry
- Background in payments/banking/software/technical systems (beneficial)

- Highly developed sense of integrity and commitment to customer satisfaction
- Possess a sense of urgency and maintain stress awareness/management
- Possess a strong work ethic and team player mentality
- Readily accepts feedback, mentoring, and coaching
- Ability to work independently and within a team
- Own customer queries and tasks end to end

- Excellent written and verbal communication skills
- Proficiency in communicating issues and solutions to both technical and non-technical audience (verbal and written)
- Proactive and accountable
- Ability to multi-task while being attentive to the customer
- Strong decision making and analytical abilities
- Attention to detail
- Strong time-management skills

- Busy and fast paced
- Dynamic
- Rotational shifts, Monday to Sunday and Public holidays
between 8am and 6pm

Tools and Resources:
- Standard office and computer equipment
- Multiple CRM systems

Standards for measuring success:
- KPIs linked to the role and department



Main tasks:
1. Customer Service Management
• Maintain customer service levels
• Provide prompt, courteous service to all external and internal customers
• Assisting internal staff, end-users and merchants with transactional queries and any payment processing issues
• Assist developers with integration and shopping cart queries
• Resolve queries via telephone, live chat, and email correspondence
• Must be able to troubleshoot errors/issues reported before escalating further
• Follow and execute support protocol for escalation
• Attracts potential customers by answering product and service questions
• Responsible for actively ensuring the retention customer base
• Use all available resources to resolve or escalate customer incidents per established guidelines, processes, and service level agreements

2. Client Relationship Management
• Demonstrate advanced product knowledge and clearly communicate all products, benefits, pricing and billing to prospective clients
• Create positive and lasting relationships with clients

3. Internal Relationships
• Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery
• Attends regular customer service departmental meetings
• Customer Service Team Leader for escalation of issues, management, guidance, two-way feedback.
• Technical Staff to deal with any system issues
• Human Resources to deal with HR
• Finance to deal with payroll related matters.

4. Punctuality and Attendance
• Responsible to uphold good punctuality and attendance

5. Occupational Health and Safety
• Responsible for taking reasonable care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work
6. Cultural fit
• Live the brand by living our core values
• Ensure that we deliver our best to internal and external clients

7. Self-development
• Support and demonstrate Corporate Goals and Brand Values
• Participate in rostered training
• Contribute to staff, team and development meetings
• Take action on performance development plans
• Supplement personal learning with informal means outside of work, such as industry bodies, online forums and relevant reading

8. Responsibilities on Demand
• Due to the fluid and dynamic environment within DPO, new, additional or changed position responsibilities will occur
• Successful demonstration of change orientation is an on-going responsibility in all positions

9. Standby Duties
• Proactively monitor systems and transactions when on standby
• Ensure all stakeholders are updated with any issues and resolutions
• Ensure the standby phone and any standby comms is answered timeously
• Complete tickets and chats as agreed upon (Days and time may vary)