Introduction

Pepkor Lifestyle is looking for an energetic individual to join our dynamic team. We are looking for a Customer Service Agent, specializing in social media, to effectively manage, moderate and resolve customer queries for all prospective clients within our social media platforms.

Description

1. Promptly monitor and respond to social media comments and inquiries in line with the requirements and guidelines.
2. Liaising with internal departments on resolving queries.
3. Effective application of Customer Service Policy, Procedure and systems.
4. Manage Customer centricity.
5. Effective self-management and teamwork.

Minimum requirements

• Grade 12
• 2 – 3 years related Social Media/Community Management and Customer Services experience
• Relevant Qualification in Media, Digital or Communications field
• Current knowledge of best practices for Customer Services in a retail environment
• General Understanding of CPA (Customer Protection Act)
• Knowledge of Pepkor Lifestyle policies, practices, processes and systems
• Knowledge of CRM systems and practices
• Social Media Proficiency
• MS Proficiency
• In–depth knowledge of Pepkor Lifestyle policies, practices, processes and systems

SKILLS

• Strong written and verbal communication skills
• Personal Resilience
• Multi-tasking
• Effective Time Management
• Interpersonal skills
• Active Listening and Interpretation skills
• Conflict Management
• Ability to work under pressure

BEHAVIOURS

• Energy and Drive
• Customer Orientation
• Problem Solving
• Planning and Prioritising
• Assertiveness
• Excellence Orientation
• Following Instructions and Procedures
• Attention to detail
• Working with People
• Delivering Results and Meeting Customer Expectations