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
Fluent English communication skills (written & verbal)
At least 1-2 years of experience in a customer service or contact centre envrionment
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
Preferred
Experience in outbound sales or customer engagement campaigns
Experience working in a multi-channel contact center environment
Experience supporting B2B or retail customers environments
Considerable working knowledge of Microsoft Word and Excel
Exposure to similar experience will be highly regarded
