Opportunity for Outstanding Customer Support Professionals at CA Global

Job description

Client Description

Our client is North America's premier culinary event ticketing firm working with the world's leading culinary events. They are currently looking to build our Customer Support team in Cape Town.

Our Client offers a fun modern office in Observatory, Cape Town. You’ll be part of a great team and and have a place to learn about the world of culinary events and tours from a global perspective. They are a rapidly growing business, and for the right person, there is endless opportunity to grow with the organization.

The Role

The Customer Support Agent is a fast paced high demand position in the Call Centre. As a rapidly growing small business, this role covers various areas within the organization and is often pulled in multiple directions at once. If you are someone who loves a challenge and a wide variety of tasks on your plate, this role is for you.

Objectives & Key Responsibilities

• Answer support calls as they are received and provide them with exceptional customer service. This may include conflict resolution, ticket order processing, and technical assistance for online buyers.
• Document all customer support calls using the company CRM, ensuring that proper follow up is done for all requests that are not completed on the first call.
• Escalating and following up on trouble requests that require outside assistance.
• Manage all inbound customer support emails responding in a timely manner according to company timelines and policies that are in place.
• Assist Event Organizers through the Chat Support system and ensure their requests are documented and assigned to the appropriate staff member, if not solved on the first contact.
• Other data entry and administrative tasks as needed.

Knowledge, Skills & Experience:

• A minimum of 1 year in a customer service, technical support, or similar role.
• Proficient organizational and time management skills with the ability to work under pressure.
• Exceptional interpersonal and customer service skills are a must. Strong confidence when dealing with telephone clients and sometimes difficult situations.
• High level of comfort and familiarity with today's leading technologies. This should include both Mac and Windows PC's and Apple iOS devices (iPhone/iPad).
• Strong knowledge and passion for the food & events industry. Knowledge and experience with live events is a definite plus.
• Very strong multi-tasking skills. Ability to work in a fast-pasted environment often having to jump from one project to another throughout the day but still completing tasks on time.
• Possess exceptional problem solving skills and be able to work with little supervision.
• The ability to use initiative and be pro-active
• Multilingual French / English / Spanish is a huge advantage.
• Excellent internet research skills.
• Basic accounting skills is a bonus. Comfort with numbers as a minimum.

The perfect candidate will possess outstanding customer service skills, an above average comfort with modern technologies.

• Be proficient in managing time and tasks.
• Have a passion for food, wine, and the culinary industry.
• Day to day, this role handles inbound customer requests via phone, chat, and email from ticket buyers and event organizers from around the world (currently 34 countries). Requests can include event set-up, technical support, refund and date changes, ordering tickets, or anything else event ticketing related. Each request is unique and must be handled quickly and efficiently.
• As you will be speaking with guests and clients from all over the world over the phone, it is imperative that you possess exceptional communication skills in English. Other languages are an absolute bonus!

CA Global Africa Recruitment

If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.