Client Service Agent at uAfrica.com

We're looking for a dynamic and switched-on Client Support Administrator to join our Client Support team in Menlyn, Pretoria. You should know your way around an online platform and have a pleasant telephone demeanour when dealing with clients. This role is office-based and we will need you to be willing to get your hands dirty and tackle helpdesk tickets with enthusiasm. Although certain qualifications are required, we’d prefer to find the perfect ‘fit’ that will benefit our company environment and help us to grow.

Customer Service

• Help existing clients with uAfrica support queries and issues telephonically.
• Help new users to get familiar with the uAfrica platform.
• Assist new and existing users with the uAfrica suite of products.
• Manage all courier queries from both the courier side and merchant side.
• Escalate courier queries to Customer Support Supervisor when deemed necessary.
• Work with each courier Account Manager to link shipments to user accounts for monthly invoicing.
• Answer incoming calls and transfer as and when necessary.
• Ability to communicate clearly and sufficiently with customers.
• Ability to work under pressure and stay calm in a stressful environment.
• Understand the ethos of exceptional customer service.

Sales

• Support the sales process by providing pre-sales support to prospective customers.
• Assisting new and prospective customers in going live with uAfrica.com.
• Monitor customer accounts ensuring a high level of customer service.

EXPERIENCE

• Courier, logistics, eCommerce or IT industry experience is preferred.
• A good understanding of MS Office, especially Excel and Word is necessary.
• Both inbound and outbound telephone support is a MUST!
• You must be able to multi-task.
• Strong experience in query management is required.
• You must have the ability to handle difficult customers.

SKILLS & ATTRIBUTES

• Friendly and enjoy working with people.
• Punctual and deadline-driven
• Goal-orientated
• A meticulous eye for detail
• Self-starter
• Ability to work solo as well as part of a team
• Not afraid or apprehensive to get stuck in
• Ability to understand, use and extrapolate data in various formats
• Well presented with a pleasant and patient customer approach
• An excellent phone manner is essential
• Good business acumen with a good command of the English language

QUALIFICATIONS:

• Matric/Grade 12
• Tertiary qualification in administration or customer service/support
• At least 5 years of working experience ideally in customer support, customer service or in a receptionist role
• Must be fluent in English and one other language
• Online experience is essential (you must know your way around a computer and understand online platforms)