Department: Customer Location: Cape Town Observatory Band: B Reporting to: Customer Team Lead Employment type: Fixed-Term Contract (3 months) Purpose of the role: As a Digital Architect, you are a part of a team and will be working with others as well as individually to provide an exceptional customer experience across several different channels, platforms, and public reviewing sites. You will be required to use your initiative to provide support, guidance and resolve conflicts. You will be delivering results and meeting customer expectations, thereby ensuring an exceptional customer experience in line with ARCs values. Responsibilities Customer service Respond to all customer contacts (email, live chat, telephone calls, public reviewing sites & WhatsApp) quickly and efficiently Provide resolution through thorough investigation with considered and appropriate use of macros Deliver calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction Provide product advice Process and policy Fluent in understanding Arc Stores products, processes and terms and conditions Adhering to Arc standard operating procedures (SOPS) and educating the customer accordingly o If there has been a business failure, take ownership by ensuring the customers needs are met without compromising the business and escalate to your manager in line with company SOPS Customer loyalty programme Proactively advise customers how to move through the loyalty tiers Ensure customers can obtain maximum benefit through the Arc Store loyalty program Continuous improvement Identify trends in customer contact and flag problems real time to the respective departments (product, marketing, pricing, DEV etc) Make recommendations to improve system or process that would ultimately enhance the customer experience and reduce inbound customer contact Key Performance indicators Customer Satisfaction (CSAT): 90% Full Time Resolution (FTR): 90% Service Level Agreement (SLA): 90/10 (90%) First Reply Time: (FRT) in hours: 2 Hrs We are excited if you have the following attributes: Customer first mindset Tech savvy Proactive problem-solving Ecommerce retail knowledge Effective communication skills, both written and verbal Attention to detail We are a startup so please keep in mind that as the business develops and scales, the aspects of your role may change. This role requires you to be on site 5 days a week and depending on our customers needs and requirements, the start time and end times may vary and rotational shifts including work on a Saturday and/or Sunday may be required. Minimum Requirements At least 2 years relevant experience Own transport Able to work shifts including weekends Fluent in English excellent written and verbal skills Customer-centric Detail oriented Process oriented Great at planning and organising Excellent problem-solving skills Team player Able to adapt and respond to change Efficient with MS Suite (Outlook, Word, Excel)
