Job Description

Faithful to Nature is looking for a top-notch Customer Service Agent to join our dynamic team on a half-day basis for 6 months, helping to support the team over the festive season. This is a great opportunity for someone who is passionate about Faithful to Nature’s ethos and loves delivering exceptional customer service.

Faithful to Nature is a market leader in the online natural product retail space with the mission of improving the health of our customers and our planet. We are passionate about innovating and delivering excellent customer service.

Your responsibility will be to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Core responsibility:

• Reporting to the Team Leader, you will be responsible for assisting customers with
• queries relating to orders
• questions about our website
• product queries

Main Duties:

• Answering all incoming phone calls
• Answering incoming emails relating to orders or the website
• Redirecting phone calls to the correct department
• Corresponding with the inhouse couriers
• Dealing with returns and actioning refunds
• Reporting misspicks or Damages to the warehouse and assisting customer to fix this
• Resolving customer complaints
• Providing an unforgettable customer experience
• Daily interactions with the WH team
• Ensuring that all cases are dealt with by EOB
• Maintain a 3 hour SLA with email replies to customers
• Working in a high paced environment
• Able to work under pressure
• High standard of working showing attention to detail
• Other adhoc duties from time to time
• Informing customers of stock shortages due to out of stocks

Requirements

• Proven customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Grade 12

Benefits

1. 25% off non-FtN Branded products & 35% off FtN Branded products