Job Description

A Customer Service Email Responder you will have:

• Articulate and write an email correspondence regarding complaints and queries putting the customer at the forefront of our business
• The ability and motivation to work to set key performance indicators (KPls) and performance targets
• The ability to work well under pressure, manage your own workload, and can prioritize the tasks that are the most important
• The ability to work unsupervised and deliver quality work across multiple tasks within required deadlines
• Excellent communication - Written communication
• An ability to be empathetic to the customer in written communication
• Have a natural desire and passion to help customers and come to an efficient resolution with an ownership of the customer's problem
• Ability to work between multiple operating systems
• Basic computer literacy and keyboard skills
• A good knowledge of basic Microsoft Word, Excel and familiarity with using the internet

Main Duties/Responsibilities

As a Customer Service Email first responder you will:

• Complete and craft emails to customer queries or requests
• Provide an outstanding service experience to customers by managing various inbound email queries that could relate to anything specific to the business, team and/or sector you're working in
• Ensure you are providing each customer with an enjoyable customer service experience, by providing a high level of customer care and attention always by email or letter
• As a representative of the company, you will contribute to the lasting impression a customer will have and so it is important that you consistently demonstrate the values and behaviors of the business you're working for to ensure their service experience leaves a positive lasting impression
• Take ownership of customer problems, solving them at first point of contact and escalate when required
• Complete data entry and processing; you will maintain data entry protocols and carefully record other information throughout your day
• Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues

Required Knowledge, Skills, and Abilities

No formal qualifications or certificates required. Basic Math's, English and computer skills are required. Good Admin/correspondence experience. Customer service experience, face-to-face or written communication or over the phone in any capacity.