Customer Service Representatives - Toys R Us

We are currently hiring Customer Service Representatives to work closely with our fast-paced, dedicated, and dynamic CRM Team.

Customer Service Representative Job Description:

The successful applicants will be required to provide exceptional service to our customers by answering questions, handling complaints, responding to order queries, and interacting on social media. Our CRM department handles but is not limited to, high volumes of inbound and outbound calls and emails aiming to create a positive experience for each customer.

The successful applicants will be required to listen to customers and have the ability to understand the reason for their call, address all questions or complaints, investigate online order queries and track, all whilst providing an accurate and efficient response in a minimum turnaround time.

To be a successful Customer Service Representative within our Team, you must be customer-focused, detail orientated, efficient and portray a high ability to multitask. The successful applicants should be polite, reliable, and adaptable with the ability to identify and escalate complaints across a number of communication channels.

To excel in this role, you need to be able to remain calm and empathetic when customers are frustrated and have the ability to defuse tense situations.

Customer Service Representative Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customers regarding product , website, or order queries.
• Efficiently and effectively manage customer touch points across all channels.
• Acknowledging and resolving customer complaints within departmental SLA.
• Understanding the processing of online orders, instore and online gift registry applications, and website navigation .
• Takes ownership of queries from start to finish with good attention to detail and strong problem-solving skills.
• Keeping records of customer interactions, transactions, comments, and complaints , then compiling a weekly report to be given to the CX Manager.
• Communicating and coordinating with colleagues, stores and between departments at Head Office level, as necessary.
• Providing feedback on the efficiency or lack thereof of the customer service provided by stores .
• Compiling of reports with data and stats on customer complaints and queries in relation to stores.
• Ensure customer satisfaction and provide professional customer support on every customer touch point.
• Reporting to the manager on a weekly basis and flagging issues within stores or any of the company processes that may be hindering the customer journey.
• Adhere to all performance metrics and support the department in the achievement of business goals.
• Proactively manage your time and personal development.
• Actively take part in and contribute to weekly departmental meetings , ensuring that the customer journey is analyzed , improved and always at the forefront of your concerns.

 
Customer Service Representative Minimum Requirements:

• Minimum of 2 years experience working in a fast-paced Customer service environment, involving customer contact through telephone, digital, retail, face-to-face and social channels.
• Ability to stay calm when customers are stressed or upset.
• Ability to multitask and follow up on queries.
• Proficiency in English, verbally and written.
• Excellent communication and social skills
• Proven experience working on customer support systems.
• Proven experience working with social media and websites.
• A clear understanding of how a customer service/support department operates.
• A confident common-sense approach to problem-solving with a strong 'can-do' attitude.
• Matric / proven industry-related experience of no less than three years.