Customer Service Agent

In brief

Overview This role at Le Creuset is for a Customer Service Agent responsible for delivering exceptional customer service across all customer touchpoints and supporting the department's day-to-day operational requirements. The agent coordinates the investigation and resolution of customer queries, supports management with escalated matters, and oversees returns, exchanges, refunds, warranty processes, and customer assessments. The position acts as a key liaison between Customer Service, Ecommerce, Finance, Stores, and Warehouse Operations to ensure efficient issue resolution, adherence to service level agreements (SLAs), and a seamless customer experience. What you will do * Receive and respond to customer queries, complaints, escalations, returns, exchanges, refunds, and warranty-related requests in line with company policies, service standards, and agreed SLAs. * Resolve customer enquiries and complaints professionally, implementing appropriate follow-up actions to achieve timely and satisfactory outcomes. * Act as a key liaison between Customer Service, Ecommerce, Warehouse Operations, Stores, and Finance to facilitate the resolution of customer issues and fulfilment exceptions. * Liaise with Warehouse Operations regarding e-commerce order cancellations and fulfilment-related matters. * Monitor customer orders and proactively identify risks that may impact service levels, customer satisfaction, or order fulfilment timelines. * Source products and identify stockists where required to support customer needs and retention. * Assist with the administration and oversight of the physical returns, exchanges, and refund process from receipt to resolution. * Process returns, exchanges, credits, and refunds accurately within Microsoft Dynamics 365 (D365), ensuring compliance with company procedures and controls. * Support the monitoring and processing of in-store refunds, including reconciliation within D365. * Maintain accurate records and supporting documentation relating to returns, exchanges, refunds, and warranty claims. * Coordinate replacement orders, credits, exchanges, and customer communications throughout the resolution process. * Monitor stock availability, fulfilment constraints, and operational issues that may affect order SLAs. * Identify and escalate potential service risks, stock shortages, fulfilment bottlenecks, and process failures to minimise customer impact and SLA breaches. * Work collaboratively with Ecommerce, Warehouse, and Store Operations teams to implement corrective actions and improve service delivery. * Recommend solutions to address recurring customer experience and operational challenges. * Maintain accurate customer, order, and transaction records within CRM and D365 systems. * Analyse recurring customer issues, service trends, and operational inefficiencies, escalating opportunities for improvement where appropriate. * Support customer experience initiatives aimed at improving response times, resolution rates, service quality, and customer satisfaction. * Produce and maintain accurate correspondence, reports, and records relating to customer interactions and case management. Requirements (from the original advert) * Minimum 2-3 years' experience in a customer service, customer experience, order management, or e-commerce support environment. * Experience using CRM systems and Microsoft Dynamics 365 (D365) or similar ERP platforms. * Microsoft Word, Excel and Outlook to Intermediate Level. * Strong understanding of end-to-end order fulfilment, returns, exchanges, and refund processes. * Excellent verbal and written communication skills, with a high standard of English, spelling, and grammar. * Strong telephone etiquette, customer handling, and active listening skills. * Sound product knowledge and the ability to confidently advise and assist customers. * Additional languages would be advantageous. Who should apply Candidates with a minimum of 2-3 years of experience in customer service, customer experience, order management, or e-commerce support environments, who possess strong communication skills and a deep understanding of end-to-end order fulfilment, returns, exchanges, and refund processes. The ideal candidate will have experience with CRM systems and Microsoft Dynamics 365 (D365) or similar ERP platforms, be proficient in Microsoft Word, Excel, and Outlook to an intermediate level, and demonstrate excellent telephone etiquette and customer handling skills. They should be capable of managing customer queries, complaints, and operational tasks, acting as a liaison between various departments, and contributing to process improvement. Sound product knowledge is also essential. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/customer-service-agent-le-creuset Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 2 years of experience.

• Microsoft Excel
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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