Job Title: Customer Service Agent – Loyalty and Rewards Program Department: Customer Service
Reports To: Programme Executive
Role Overview:
This is a permanent position.
The Customer Service Agent will be responsible for the set-up and execution of all member, merchant and stakeholder daily customer service operations of the loyalty and rewards program. This role involves ensuring excellent service delivery to all parties, working closely with the technology, operations, marketing and merchant management teams, and assisting in enhancing the overall customer experience. The ideal candidate will possess strong organizational and communication skills, a customer-centric mindset, and experience in a customer service role.
Core Responsibilities:
- Customer and Merchant Service Operations:
- Handle daily customer and merchant inquiries, complaints, and feedback via phone, email, and other communication channels.
- Assist in developing and implementing service policies and procedures to ensure consistent service delivery.
- Monitor service metrics and provide regular reports to the Programme Executive.
- Team Support and Coordination:
- Support and coordinate the activities required to resolve customer service function, ensuring smooth and efficient operations.
- Provide input to the design of the service function, SOPs and policies, while continuously improving processes to enhance performance and customer satisfaction.
- Assist in improving performance through training and the set-up of self-service capabilities.
- Customer and Merchant Experience Enhancement:
- Collaborate with the marketing team to implement strategies to enhance the customer and merchant experience and increase satisfaction.
- Work with the merchant management team to ensure seamless support for merchants and their customers.
- Collect and analyse customer and merchant feedback to identify areas for improvement.
- Issue Resolution:
- Handle and resolve customer and merchant issues and complaints in a timely
- and effective manner.
- Maintain a system for tracking and resolving issues and complaints.
- Communication and Reporting:
- Prepare and present regular reports on customer and merchant service performance, issues, and trends to the Programme Executive.
- Communicate customer and merchant service policies and updates to the team and other relevant departments.
- Process Improvement:
- Assist in reviewing and improving customer and merchant service processes to enhance efficiency and effectiveness.
- Utilize technology solutions to improve service delivery and support.
Qualifications:
- Post school qualification in customer service, customer journeys, operations, administration, or a related field.
- Proven experience in a customer service role, preferably within the loyalty and rewards or retail industry.
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) software and other relevant tools.
- Strong problem-solving skills and a customer-centric mindset.
- Ability to work collaboratively with cross-functional teams.
Key Competencies:
- Customer Service Excellence: Demonstrated ability to deliver exceptional customer service and improve customer satisfaction.
- Communication: Excellent verbal and written communication skills.
- Organizational Skills: Strong ability to organize, prioritize, and manage multiple tasksand deadlines.
- Problem Solving: Strong problem-solving skills with the ability to handle customer issues effectively.
- Collaboration: Ability to work effectively with other departments to achieve common goals.
- Social Media: Ability to effectively deal with social media interactions.
- Attention to detail: Being able to track, respond and resolve all customer queries.
Location: Johannesburg, South Africa
Compensation: Competitive salary and benefits package
To Apply: Please submit your resume and cover letter to info@pinnaclerewards.co.za
