THE OPPORTUNITY
We have an opportunity for a Customer Care Service Agent to join our team. The purpose of this role is to tend to customer service queries and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company’s customer service policies, and be well-trained in product/business knowledge that can be critical for offering quick and accurate assistance to customers.
DUTIES
- Answer incoming customer phone calls, WhatsApp and social media messages regarding issues, product problems, service questions and general client concerns
- Responsible for maintaining a high level of professionalism with clients and working to establish positive rapport with every caller
- Respond to social media queries and concerns
- Update customer information in the customer service database during and after each call
- Work with the management team to stay up-to-date on product knowledge and marketing strategies and be informed of any changes in company policies and procedures
- Impact the company’s bottom line by problem-solving and turning frustrated clients into repeat customers
- Liaise with customers, via relevant channels, in a professional manner
- Provide feedback and accurately update reports
Requirements
Essential:
- Grade 12 with Tertiary qualification
- Fluent in English and at least one other language
- 1 year’s customer care or call centre experience
- Intermediate Computer knowledge (speed, accuracy and navigation)
Desirable: - Online chat experience
- Work from home or remote work experience
- Typing speed of 25 WPM or more with 90% accuracy
- Google Workspace experience
COMPETENCIES
- Resilience and stress tolerance
- Client centricity
- Adaptability
- Drive and commitment
- Social media savvy
- Problem-solving
- Ability to multitask
- Emotional intelligence
- Self-management
- Critical thinking
- Active listening
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