Customer Service Representative: Web2Print Website

Responsibilities 1. Predominantly communicating with customers by email: • Communicating about progress of their jobs; • Sending a comprehensive quote; • Following up on artwork; • Addressing questions around product options, features and pricing; • Confirming if all invoicing is up to date; • Processing requests for design work; • Processing and sending invoices; • Aiding customers to ensure they find the right product/service. 2. Investigating and solving customer problems: • Some are rather easy, but you will occasionally face a complicated issue, for example, customers require feedback around the progress of their projects/jobs • Help with finding products and submitting designs on the website • Dealing with complaints and offering relevant information • Dealing with reworks/reprints 3. Referring customers to senior staff only when a serious issue arises 4. Processing customer orders – sending them through to the printers 5. Communicating regularly with printers, ensuring that all customer orders have been transferred and fulfilled 6. Updating order status in the system and adding tracking numbers for shipped orders 7. Learning about the printing process so that one knows how to best deal with customer issues and how to track down progress with their jobs 8. Creating a new feedback procedure for clients or improving upon the existing procedure 9. Learning about the company’s products and remaining up to date with any changes to features and availability 10. Learning about the products’ pricing and remaining up to date with any changes 11. Meeting with management to discuss possible improvements to the company’s customer service process/website and/or logging issues customers have experienced with the website 12. Ensuring every customer, you engage with leaves the conversation happy 13. Carrying out administrative duties such as filing documents in the right directories 14. Making basic artwork changes 15. Exhibiting polite and professional communication via e-mail   Skills Required 1. Problem-solving capabilities 2. Email etiquette 3. Reporting 4. Organization 5. Professionalism 6. Creative thinking to come up with new ways improve the level of customer service 7. Outstanding written communication skills 8. The capacity to work well under pressure and to work quickly, whilst remaining polite even when consumers are angry and unreasonable Qualifications & Education 1. Matric 2. Degree in Marketing &/or Business Studies an advantage 3. 3 years of customer service experience 4. Ability to make basic artwork changes e.g. phone number change. Some understanding of desktop publishing with tools like Adobe Photoshop, Adobe Illustrator, Coral Draw etc. 5. Knowledge of appropriate software including: Microsoft Word, Excel, and Outlook, Microsoft PowerPoint and Adobe Acrobat