We are looking for an experienced Customer Service Executive to ensure that Staycold delivers excellent customer service to all our customers. Your roll will be to keep the customer facing departments of Staycold running in an efficient and profitable manner, with a goal of delighting our customers and increasing customer satisfaction, loyalty and retention.

Responsibilities and Duties

  • Define, develop, oversee and communicate customer service standards internally and externally
  • Review and assess customer service contracts and agreements
  • Co-ordinate the daily operations between Sales/Debtors/Logistics and product standards
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the customer facing departments of Staycold
  • Review and provide solutions/answers for customer complaints
  • Evaluate customer support results and prepare action plan for improvements.
  • Track customer complaint resolution and satisfaction
  • Handle complex and escalated customer service issues
  • Analyse relevant data to determine customer service outputs standards and KPI’s
  • Identify and implement strategies to improve our quality of service
  • Keep ahead of industry developments and apply best practice to areas requiring improvement
  • Liaise with company management to support and communicate strategies
  • Co-ordinate and delegate technical support and give relevant feedback to clients
  • Work closely with Sales and Marketing Manager to deliver company Sales Growth objectives

Education, Qualifications and Experience

  • Customer service experience (sales and customer Relations experience: 3 years Preferred)
  • Strong interpersonal and communication skills
  • Supervisory experience
  • Fluent level of written and spoken English
  • In-depth knowledge of customer service principles and practices
  • Advanced troubleshooting and multi-tasking skills
  • Proficiency in MS Office applications as well as Sage Pastel
  • Experience in use of social media platforms
  • Flexible working Hours
  • Candidate would need to be based out of our HO in Parys, with occasional travel required

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