Customer Service Assistant Job in South Africa

Customer Service Assistant - Hey Dude - Cape Town

Key Responsibilities:

  • Customer Support: Serve as the main point of contact for Hey Dude customers, addressing inquiries, resolving issues, and providing product information and support via phone, email, chat, or other communication channels.
  • Order Management: Assist customers with order-related inquiries, including order placement, tracking, cancellations, returns, and exchanges. Ensure accurate and timely order processing and provide updates on order status.
  • Product Knowledge: Develop a comprehensive understanding of Hey Dude's product offerings, including footwear, apparel, and accessories. Stay informed about product features, benefits, sizing, and technical specifications to provide accurate information to customers.
  • Issue Resolution: Investigate and resolve customer complaints or concerns effectively and in a timely manner. Collaborate with internal teams, such as logistics, sales, and quality assurance, to address customer issues and provide appropriate solutions.

  • Communication and Follow-up: Maintain open and proactive communication with customers, providing timely updates and resolutions to their inquiries or concerns. Follow up with customers to ensure their satisfaction and build long-term relationships.
  • Returns and Exchanges: Process customer returns and exchanges following Hey Dude's policies and procedures. Provide guidance on return instructions, initiate refunds or exchanges, and coordinate with the appropriate teams to ensure seamless resolution.
  • Customer Feedback: Listen to customer feedback, collect relevant information, and document customer interactions accurately. Provide feedback to the management team regarding recurring issues, trends, and opportunities for improvement.
  • Policies and Procedures: Stay knowledgeable about Hey Dude's customer service policies, procedures, and guidelines. Adhere to established protocols and guidelines while ensuring a positive and consistent customer experience.
  • Product and Service Education: Continuously update knowledge of Hey Dude's products, services, and promotions. Participate in training programs and product knowledge sessions to enhance customer service skills and expertise.
  • Team Collaboration: Collaborate with cross-functional teams, such as sales, marketing, and warehouse, to resolve customer issues, provide feedback, and contribute to a positive and efficient customer service experience.

AD Hoc duties:

  • Respond to emails and office correspondence
  • Keep work area clean and tidy
  • Support the mission, vision and core values of the company
  • Meet prescribed deadlines and targets
  • Professional interaction and liaison with customers, suppliers and employees at all times
  • Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time.

Qualifications and Skills:

  • High school diploma or equivalent. Some college coursework or a degree in a relevant field is a plus.
  • Proven experience in customer service, preferably in a retail or e-commerce environment. Experience in the footwear or apparel industry is beneficial.
  • Excellent communication skills, both verbal and written, with a strong customer-centric approach.
  • Ability to empathize with customers, actively listen to their concerns, and provide appropriate solutions.
  • Patience, diplomacy, and problem-solving skills to handle challenging customer interactions.
  • Proficiency in using customer service software, CRM systems, and other relevant tools.
  • Strong organizational skills with the ability to multitask, prioritize, and manage time effectively.
  • Detail-oriented mindset with a focus on accuracy and attention to customer requests and information.
  • Positive attitude, adaptability, and ability to work effectively in a fast-paced and team-oriented environment.
  • Flexibility to work in different shifts, including evenings, weekends, and holidays, as required by the customer service operation.

Method of Application

Interested and qualified? Go to Ares Holdings to apply