Description
Our client is a trailblazer in the health and wellness industry, dedicated to promoting everyday healthy living through high-quality products and community engagement. With a focus on the pillars of Eat, Move, Mind, and Sleep, they empower individuals to integrate health into their daily lives seamlessly. Committed to delivering exceptional customer experiences, they are in search of a passionate and empathetic Customer Wellbeing Specialist to join their team. As a Customer Wellbeing Specialist at , you will play a pivotal role in ensuring an exceptional experience for customers. Acting as the primary point of contact, you will engage with their community across various channels including phone, email, live chat, and social media. Your insights and feedback will be instrumental in driving internal improvements and shaping a customer-centric approach. The ideal candidate is someone who has great experience with customers and will have a relentless commitment and desire to maintain the customer’s happiness, going above and beyond normal requirements and hours, and generally being the driving force behind our the Customer Experience.
This is a remote position open to those living anywhere in South Africa.
Duties & Responsibilities
- Interacting with customers across multiple channels, including phone, email, live chat, and social media
- Maintaining our client’s tone of voice across social channels to ensure consistent brand messaging and engagement
- Resolving customer inquiries promptly and efficiently using the helpdesk system
- Serving as a product expert, offering guidance and advice on an extensive range of health and wellness products
- Actively listening to customer feedback and insights, relaying them internally to drive business improvements and enhancements
- Building personal relationships with customers to understand their needs and preferences, contributing to our customer-centric strategy
Skills, Experience & Requirements
- 2 to 3 years of experience in a similar role within e-commerce or fast-growing startups
- A genuine interest in health and wellbeing
- Strong understanding of health principles and practices
- Exceptional verbal and written communication skills in English
- A customer-centric mindset and a willingness to go above and beyond for customers, including weekend availability
- Proficiency in problem-solving, adaptability, and technology usage to effectively support our customers
- Capacity to maintain composure and professionalism in challenging situations, handling customer complaints or escalations with patience, tact, and diplomacy
- Ability to navigate and de-escalate conflicts or challenging interactions with customers diplomatically, seeking mutually beneficial resolutions while upholding company policies and values
- Familiarity with customer helpdesk systems, CRM software, and other digital tools to streamline communication, track interactions, and manage customer data efficiently
- Ability to understand and empathize with customers’ needs and concerns, demonstrating genuine care and compassion in interactions
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.
