Customer Service Agent - E-Commerce - Nadi

KEY RESPONSIBILITIES

Customer Service Delivery

• Manage inbound calls and email enquiries from retailers and customers.
• Provide accurate information and assistance regarding magazine deliveries, supply issues, account enquiries and product information
• Deliver professional and efficient service while maintaining high customer satisfaction standards

Operational Excellence

• Resolve routine enquiries within defined processes
• Escalate complex or exception cases to the Team Leader or onshore support team where required
• Maintain clear communication with customers regarding case progress and resolution
• Ensure accurate documentation of customer enquiries, actions and outcomes
• Maintain strong attention to data accuracy and follow defined service workflows
• Complete customer service administration tasks including reporting, record management and follow-up actions
• Support operational processes aligned with service level requirements

Sales & Campaign Support

• Support outbound retailer engagement activities and sales campaigns for The Market Hub
• Assist with retailer sell-ins, promotional campaigns and targeted outreach programs

Personal & Professional Development

• Invest in professional development through regular learning opportunities to build on skills and knowledge and invest in personal development through wellbeing initiatives and taking regular leave to maintain a balanced life
• Ability to deal with sensitive/emotive situations while identifying and fulfilling the customers’ needs.
• Strengthening existing customer relationships while building new connections with potential customers.
• Compliance with the Service Level Agreement and focused on customer loyalty
• Interacting & supporting team members around the globe.

Essential Skills & Experiences

• Fluent English communication skills (written & verbal)
• At least 1-2 years of experience in a customer service or contact center environment
• Commitment towards delivering exceptional service
• Attention to detail, combined with strong communication skills
• Fast learner who can master multiple new systems, with proficiency at multi-tasking and adapting to changing circumstances
• Confidence dealing with high volumes of work across different channels (voice, email, messaging/chat)
• Ability to work independently and as part of a team, and collaborating effectively in a virtual team environment
• Previous experience in customer service is essential
• Ability to work in shifts and weekends
• Ability to be compassionate towards customers