Customer Care Service Agent_(6-month contract) at Hungry Lion

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.
• Adaptability.
• Active listening.