Job Overview:

The VANS Customer Service Assistant is responsible for providing exceptional customer service to VANS customers, addressing inquiries, resolving issues, and ensuring a positive and satisfying experience. This role focuses on building strong customer relationships, handling customer requests, and providing product information and support.

Key Responsibilities:

1. Customer Support: Serve as the main point of contact for VANS customers, addressing inquiries, resolving issues, and providing product information and support via phone, email, chat, or other communication channels.
2. Order Management: Assist customers with order-related inquiries, including order placement, tracking, cancellations, returns, and exchanges. Ensure accurate and timely order processing and provide updates on order status.
3. Product Knowledge: Develop a comprehensive understanding of VANS' product offerings, including footwear, apparel, and accessories. Stay informed about product features, benefits, sizing, and technical specifications to provide accurate information to customers.
4. Issue Resolution: Investigate and resolve customer complaints or concerns effectively and in a timely manner. Collaborate with internal teams, such as logistics, sales, and quality assurance, to address customer issues and provide appropriate solutions.
5. Communication and Follow-up: Maintain open and proactive communication with customers, providing timely updates and resolutions to their inquiries or concerns. Follow up with customers to ensure their satisfaction and build long-term relationships.
6. Returns and Exchanges: Process customer returns and exchanges following VANS' policies and procedures. Provide guidance on return instructions, initiate refunds or exchanges, and coordinate with the appropriate teams to ensure seamless resolution.
7. Customer Feedback: Listen to customer feedback, collect relevant information, and document customer interactions accurately. Provide feedback to the management team regarding recurring issues, trends, and opportunities for improvement.
8. Policies and Procedures: Stay knowledgeable about VANS' customer service policies, procedures, and guidelines. Adhere to established protocols and guidelines while ensuring a positive and consistent customer experience.
9. Product and Service Education: Continuously update knowledge of VANS' products, services, and promotions. Participate in training programs and product knowledge sessions to enhance customer service skills and expertise.
10. Team Collaboration: Collaborate with cross-functional teams, such as sales, marketing, and warehouse, to resolve customer issues, provide feedback, and contribute to a positive and efficient customer service experience.

AD Hoc duties:

• Respond to emails and office correspondence
• Keep work area clean and tidy
• Support the mission, vision and core values of the company
• Meet prescribed deadlines and targets
• Professional interaction and liaison with customers, suppliers and employees at all times
• Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time.

Qualifications and Skills:

• High school diploma or equivalent. Some college coursework or a degree in a relevant field is a plus.
• Proven experience in customer service, preferably in a retail or e-commerce environment. Experience in the footwear or apparel industry is beneficial.
• Excellent communication skills, both verbal and written, with a strong customer-centric approach.
• Ability to empathize with customers, actively listen to their concerns, and provide appropriate solutions.
• Patience, diplomacy, and problem-solving skills to handle challenging customer interactions.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Strong organizational skills with the ability to multitask, prioritize, and manage time effectively.
• Detail-oriented mindset with a focus on accuracy and attention to customer requests and information.
• Positive attitude, adaptability, and ability to work effectively in a fast-paced and team-oriented environment.
• Flexibility to work in different shifts, including evenings, weekends, and holidays, as required by the customer service operation.

Perks & Benefits

• You get to work for a rapidly expanding distributor with aspirational brands
• Gym & Shower facilities
• Personal Trainer
• Yoga
• Pension Fund
• Medical aid with Gap cover
• Staff Allocation (R10 000 Retail Value per annum).
• Staff discount (50% off for you and your family across all the brands within the group)
• Healthy Lunch subsidy
• Company performance incentive scheme
• Long-service incentives
• Holistic Employee Wellness programme
• The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.

Please consider your application to be unsuccessful should you not here back from us after 3 weeks.