Customer Support Agent: Contract
Clickatell, South Africa
Job Description
Add your voice to the chat revolution:
Are you excited to work for a tech company on the front lines of innovation for some of the biggest brands in the world? Do you thrive in environments where challenging the status quo is the daily norm? If you’re an A-player with energy, initiative, and focus on delivering top results, or as we refer to our colleagues at Clickatell a Champion then read on.
At Clickatell, we’re upending the way companies connect, engage, and transact with their customers in chat. Chat is something you do every day with your friends, but it’s also a simple technology that we’ve helped our customers to use to accomplish pretty amazing things. Clickatell helps businesses power customer support, customer engagement, and payments all through chat apps like WhatsApp and Facebook Messenger.
Our customers are some of the most admired and recognizable companies in the world and our communications technology is used to reach more than 15,000 global brands every year. Our jobs offer you a chance to grow your career and work with global teams on technology that is quite simply changing the world.
We could tell you about our great coffee, cool digs, super flexible work-life integration, and amazing benefits, but these won’t convince you to come work with us. If you want to test yourself, work on meaningful projects in a fast-paced environment, and be where every day presents new possibilities, come join one of the greatest global tech companies. We want you!
This year marks our 20th anniversary an achievement that’s about great vision and execution, but much more. We’ve grown by combining curious minds and quick smiles with a collaborative company culture where we never quit or settle, and always strive to create solutions that will change the world. It’s a big proposition, but it’s a mission our team takes on every day in an environment that provides you with the freedom to create and innovate, while having fun at the same time. We’re a fanatically friendly group that listens and puts each other first to accomplish great things together for our customers, our communities, and Clickatell.
Purpose:
The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels. Attend to and log all telephonic, email, add chat queries on the CRM system. Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned. Assist customers with queries relating to payments, support and the like. General client relations and administrative tasks.
The role of our Champion:
- Resolve customer technical/sales queries or escalate to appropriate departments or team member to ensure resolution
- Achieve agreed set goals and company wide objectives
- Meet productivity and performance targets as determined by individual contract
- Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards
- Accurately categorise cases for Business Intelligence reporting
- Compile Daily Handover reports
- Participate in product testing
Requirements
The capabilities of our Champion:
- Live up to our values: Be the Champion! Be Curious, Be Collaborative, Be Courageous, Be Creative.
- Excellent communication: Strong written and oral communication skills which can be adapted to a range of audiences
- Availability to work in a 24 x 7 x 365 environment
- Computer literate (MS Office, MS Windows, Internet and email)
- Foresight, analysis and logic, systematic and orderly planning skills
- Customer service orientated
- Must work well in a team
- Results orientated
- Pro-active
- Good written and verbal communication skills
- High tolerance level/patience
- Analytical integrity
- Logical thinker (strong troubleshooting skills)
- Work / perform well under pressure
Our Champion's journey thus far:
- Matric
- IT Diploma / Completed or studying towards an Information Systems or Computer Science degree would be an advantage
- Knowledge of the technical aspect of operating systems and Internet
- Minimum 1 year customer service experience
- Industry experience in either technology, financial services, payments or telecommunications will be advantageous
- Troubleshooting experience
- Basic selling experience
- Strong typing skills
Benefits
- Competitive salary paid monthly
Recruitment Agencies, we thank you for your willingness to assist us with this vacancy. As a company we