وظائف Clickatell في كيب تاون، كيب الغربية، جنوب أفريقيا
Customer Support Agent
About the job
Who We Are
Clickatell is a digital commerce leader. We enable brands to connect, interact, and transact with their customers inside of the chat platforms they already use.
For over 20 years, we have built a global culture rooted in our 4 core values – Curious, Creative, Collaborative, Champion. While every company has them, few truly live by them, and use them as guideposts for how we run our company. It’s something you can feel in your everyday interactions with fellow employees.
About this role:
We are looking for a highflying customer support agent to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. This role provides superior customer service in all areas, including the company’s customer service needs across all support channels.
Responsibilities of the Role
Resolve customer technical/sales queries or escalate to appropriate departments or team member to ensure resolution
Attend to and log all telephonic, email, add chat queries on the CRM system
Enforce Clickatell’s rules, policies and terms of use relating to client transactions and behavior
Assist customers with queries relating to payments, support and general queries
Complete administrative tasks related to service
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 of the Role
Matric and IT Diploma or studying towards or any other related qualification in the technology space
Minimum 3 years customer service experience
Industry experience in either technology, financial services, payments, or telecommunications will be advantageous
Knowledge of the technical aspect of operating systems and Internet
Troubleshooting experience
Basic selling experience
Strong typing skills
Our Values make us Stronger
Being a Clickatell Champion means no 2 days are the same. You’ll have an opportunity to partner with passionate, smart people in a global organization obsessed with building simple, scalable solutions for our customers. We envision a world where delightful customer experiences are the norm and we’re always looking for talented people to join the team and contribute to our mission of revolutionizing customer experiences through innovation and engagement.
Benefits
Medical Aid contribution
Pension fund contribution
Quarterly performance incentive bonus
Risk benefit company contributions
Reimbursable communications allowance for internet and mobile phone bills
Half-day off on your birthday
5 personal days leave a year, over and above your annual leave
Remote working and access to office hubs as required.
Home office set-up with laptop, monitor and other related items.
Clickatell is unequivocally committed to Diversity, Inclusion and Belonging. We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology
