Customer Care Administrator

About the role

Pedros is looking for a Customer Care Administrator who delivers excellent customer service across several communication channels. The role handles customer queries and complaints efficiently, keeping them resolved within the required timeframes, while maintaining up-to-date customer information and spotting ways to improve internal processes and the customer experience.

Key responsibilities

• Respond to customer complaints and enquiries by telephone, email and social media.
• Record and escalate complaints to the relevant internal teams and follow up until resolved; contact customers to understand and assess complaints before escalation to stores.
• Manage customer reviews on Facebook, Google and other social media platforms.
• Capture complaints and resolutions accurately in internal reports and systems, and maintain customer care reports and records.
• Communicate with stores and customers daily by email and other channels, resolving queries within agreed timeframes.
• Provide accurate, professional information to customers, colleagues and external stakeholders.
• Maintain accurate customer information across internal systems and identify opportunities to improve customer service processes.

Required profile

• Qualification in Administration or a related field.
• 1-2 years' experience in a customer service or administrative environment.
• Previous experience with social media platforms is advantageous.
• Excellent command of written and spoken English.
• Reliable attendance and consistent performance.

Required skills

• Computer literacy and comfort working across multiple systems.
• Strong data entry and administrative skills.
• Ability to work across multiple systems at once.
• Excellent customer service skills and strong attention to detail.