Customer Care Administrator

The Customer Care Representative is responsible for delivering excellent customer service across various communication channels while ensuring customer queries and complaints are handled efficiently and resolved within the required timeframes.

The successful candidate will be expected to work with speed, accuracy and professionalism while maintaining up-to-date customer information and identifying opportunities to continuously improve internal processes and the overall customer experience.

Key Responsibilities

• Respond to customer complaints and enquiries via telephone, email and social media.
• Record and escalate customer complaints to the relevant internal teams and follow up until resolved.
• Contact customers to understand and assess complaints before escalating matters to stores.
• Respond to and manage customer reviews across Facebook, Google and other social media platforms.
• Ensure customer complaints and resolutions are accurately captured on internal reports and systems.
• Maintain and update customer care reports and records.
• Communicate with stores and customers daily via email and other relevant channels.
• Ensure customer queries are resolved within agreed timeframes.
• Provide accurate and professional information to customers, colleagues and external stakeholders.
• Handle a wide range of customer queries, exceptions and complaints effectively.
• Ensure all customer communication is professional, clear and of a high standard.
• Maintain accurate customer information across internal systems.
• Identify and communicate opportunities to improve customer service processes and procedures.
• Support a positive customer journey by ensuring queries are handled efficiently from start to resolution.

Requirements

• Qualification in Administration or a related field.
• 1–2 years' experience in a customer service or administrative environment.
• Previous experience working with social media platforms will be advantageous.
• Computer literate and comfortable working across multiple systems.
• Excellent customer service skills.
• Excellent command of English, both written and verbal.
• Strong attention to detail and accuracy.
• Strong data entry and administrative skills.
• Ability to work across multiple systems simultaneously.
• Reliable attendance and consistent performance.