Western Cape: Customer Service Executive posted by RareCruit
Posted on 2025-07-27 00:00:00
| Employer | RareCruit |
|---|---|
| Category | IT Sales |
| Location | Western Cape / Western Cape |
Job Summary
The Customer Service Representative (CSR) is the frontline contact for our clients, ensuring a seamless experience when engaging with our company.
This role involves processing orders, resolving customer inquiries, and handling quality issues efficiently.
The ideal candidate will have strong communication skills, a problem-solving mindset, and attention to detail to deliver outstanding service.
Why This Role Exists
- Purpose of this role: to minimise friction between clients and our production and sales teams; making interactions with our company effortless and professional.
Key Responsibilities
Client Communication & Order Processing:
- Handle incoming calls and emails from clients confidently and professionally.
- Process and confirm customer orders promptly and accurately.
- Generate and send order acknowledgments.
Issue Resolution & Problem Solving:
- Take ownership of customer issues and resolve them efficiently.
- Work collaboratively with internal teams (Inside Sales and Logistics) to ensure smooth processing.
- Escalate complex queries or product uncertainty to the appropriate sales team.
Technical & Product Knowledge:
- Develop a strong understanding of our product range, including modular and component-based office furniture solutions.
- Use a solution-oriented approach to help customers find the best fit for their needs.
Accuracy & Data Management:
- Ensure all customer interactions and transactions are accurately recorded in the ERP system in real time.
- Maintain case logs in ERP to track issues and resolutions.
Team Collaboration & Company Representation:
- Work effectively within the team to maintain a positive and productive work environment.
- Attend and participate in daily Work-in-Progress (WIP) meetings.
- Uphold company policies and maintain a professional and customer-centric approach at all times.
Success Metrics & KPIs:
- Case cycle time: The speed and efficiency of processing orders and resolving customer issues.
- Accuracy rate: Minimising errors in order processing and data entry.
- Customer satisfaction: Positive feedback and minimal escalations due to unresolved issues.
- CRM & ERP compliance: Ensuring real-time and complete documentation of client interactions.
Required Skills & Competencies
- Excellent verbal communication skills – must enjoy and excel at talking to clients over the phone.
- An outgoing and engaging personality – confident in handling customer interactions and fostering relationships.
- Problem-solving mindset – an analytical thinker who enjoys troubleshooting and providing solutions.
- Technical aptitude – an ability to grasp modular product structures and assist customers with selecting the right components.
- Attention to detail & accuracy – capable of handling high volumes of transactions while maintaining precision.
- Ability to work at a fast pace – processing orders and resolving issues efficiently without compromising quality.
Ideal Candidate Profile
- Prior experience in customer service (preferably in B2B or product-related industries).
- Experience with CRM systems and basic ERP software for order management.
- Background in a technical, furniture, or logistics-related field is a plus.
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