Customer Service & Resolution Consultant (USA Retail Account)

Introduction

Are you an experienced, high-energy call centre professional with a passion for problem-solving? We are looking for vibrant Customer Service & Resolution Consultants to support a leading online furniture and home goods retailer based in the USA. In this fast-paced, high-volume role, you will be the voice of the brand, turning customer challenges into first-class solutions.

Duties & Responsibilities

• High-Volume Call Handling: Manage between 50 to 60 back-to-back inbound calls, chats, and emails per shift in a highly structured, fast-paced environment.

• Query Resolution: Assist American customers with queries ranging from order statuses, deliveries, and product availability to processing returns and replacements.

• De-escalation & Empathy: Actively listen to frustrated customers, defuse tense situations, and use conflict-management skills to find balanced solutions.

• Analytical Problem Solving: Think on your feet to achieve First Contact Resolution (FCR) without relying on rigid scripts. You will have the autonomy to choose the right solution for the customer.

• System Navigation: Simultaneously multitask across multiple browsers, internal tools, screens, and systems to resolve queries efficiently.

• Trend Reporting: Identify and escalate systemic issues or customer trends to leadership to help continuously improve operations.

Desired Experience & Qualification

• Matric/Grade12

• +2 Call centre experience

• Language Proficiency: Exceptional command of the English language with a C1 proficiency level (Neutral or clear accent suited for US customers).

• Experience: Proven experience as a Customer Service Agent within a BPO call centre environment (Retail or international account experience is highly advantageous).

• Technical Savviness: Highly proficient in navigating computers, multiple tabs, and digital communication tools seamlessly.

• Flexibility: Willing and able to work rotational 24/7 shifts, including weekends and public holidays.

• Reliability: A flawless track record for attendance, punctuality, and commitment to scheduled shifts.

• Strong emotional intelligence and active listening skills.

• Resilience and the ability to thrive under high performance metrics and tight structures.

• A genuine passion for people and delivering exceptional customer service.

Package & Remuneration

R 11,800 CTC per month