Customer Service Representative

Location: Santa Maria, Sal, Cabo Verde 

Overview:  

Simply Group is seeking an adaptable and dynamic Customer Service Representative to join our team in Santa Maria, Sal. This role is crucial for maintaining and enhancing our customer service standards across all sales channels. The ideal candidate will possess a flexible approach, with a strong willingness to upskill and adapt to the ever-changing landscape of our business. 

Key Responsibilities: 

– Operate eDesk Software: 

  – Manage and handle customer interactions across all sales channels using software like eDesk, Gorgias or similar. 

  – Track customer queries and provide timely resolutions. 

– Live Chat Support: 

  – Address and resolve customer queries in real-time via live chat. 

  – Provide quick and effective solutions to ensure customer satisfaction. 

– Customer Log and Reporting: 

  – Maintain and update the inter-company customer log. 

  – Ensure accurate recording of all customer interactions. 

  – Log issues for future reference and analysis. 

– Telephone Support: 

  – Manage inbound calls, assisting both customers and suppliers with their enquiries. 

  – Answer questions, provide information, and resolve issues professionally. 

– Proactive Outreach: 

  – Conduct outreach to customers who have abandoned their shopping baskets. 

  – Make calls, send texts, and write emails to encourage customers to complete their purchases. 

  – Aim to recover lost sales and improve customer retention. 

– Flexibility and Upskilling: 

  – Stay updated with the latest tools and techniques in customer service. 

  – Be open to ongoing training and development opportunities. 

  – Adapt to new processes and technologies as required by the business. 

– Team Collaboration: 

  – Work closely with other team members to ensure seamless customer service. 

  – Share insights and feedback to improve service delivery and processes. 

Key Criteria: 

– Flexibility and Adaptability: 

  – Demonstrate the ability to learn new skills quickly. 

  – Adapt to the changing needs of the business. 

  – Be open to training and development. 

– Communication Skills: 

  – Interact effectively with customers and suppliers via live chat, email, and telephone. 

  – Provide clear, concise, and professional communication. 

– Attention to Detail: 

  – Ensure all customer interactions and data entries are accurate and thorough. 

  – Maintain accurate records to provide high-quality service. 

– Proactive Mindset: 

  – Take the initiative in contacting customers and suppliers. 

  – Resolve issues promptly and improve overall customer satisfaction. 

– Organisational Skills: 

  – Manage multiple tasks effectively. 

  – Prioritise workload to ensure all customer queries are handled promptly. 

About Simply Group: 

Simply Group is an exciting new company based in Cape Verde, dedicated to creating stronger relationships with customers in the UK. By joining our team, you will be part of a dynamic organisation that values innovation, customer satisfaction, and continuous improvement. Together, we aim to bridge the gap between Cape Verde and the UK, fostering better connections and delivering exceptional service. 

Contact Information 

Simply Group CV LDA.  41 

Rua João Maximiliano de Deus, Prédio Elite C3,  

4111 Santa Maria, Sal 

Email: recruitment@simply.cv   

Tel: +238 3544207