Customer Service Agents - Italian Speaking - Johannesburg at Unique Personnel

Job Description    

• We are seeking a ''Italian" speaking Customer Service Representatives to join our team for a chat, email, and voice program. 
• We are looking for individuals who want to join a world class team providing the highest level of service through knowledge and empathy, leaving a positive impact on our customers.

We offer:

• Opportunities to advance within
• Flexible schedules
• Tremendous bonus opportunities
• Fantastic Supervisors and a Positive environment
• Affordable benefits for you, your spouse, and/or children
• Paid time off and paid holidays
• And so much more!

Inherent Requirements    

Minimum Qualifications:[1]

• Prior customer service, sales, call center experience
• Excellent/advanced written and verbal English and Italian capabilities
• High level of technical knowledge and computer literacy
• Education level of grade 12 or 3 CXC certifications
• Have a great attitude and are proven self-starters
• Keep hustling and can work through rejection
• Thrive in a rapidly changing environment

Key Responsibilities:

• Provide best in class stakeholder experience to couriers, customers, and restaurants.
• Working on live chat, actions or other channels to assist couriers with any active order
• issues they may face and ensure that all information is provided to couriers in a timely
• manner while live on an order.
• Ensuring that our couriers have all the information needed to have a seamless experience on our network, including Live and non-live inquiries.
• Resolving escalated courier inquiries (call/email/chat) that have high complexity, legal,
• compliance, and business risk. Directing to appropriate in market teams to ensure that
• each market's local requirements and teams have visibility/ are involved in resolution.
• Facilitate communication between all parties involved in each delivery, such as
• customer live-team, and restaurant live-team.
• A thorough understanding of the global legal restrictions / requirements that exist
• when communicating with couriers, ensuring all local legislation for how to
• communicate with an independent contractor is being followed at all times to mitigate any legal risk to the business.
• Apply technology and tools to continuously optimize the stakeholder experience
• Using internal tools and resources to ensure that all couriers are having the best
• possible experience
• Ensuring couriers are contacted and supported via multi-channel approach (chat, email, voice calls) to Courier Support.
• Responsible for meeting and exceeding personal performance KPIs to ensure that we are
• delivering on a best-in-class stakeholder experience
• Responsible for staying engaged, up to date, and in constant communication with the team.
• Completing training modules/material, staying up to date with all new process
• changes, communications, training etc.
• Responsiveness and communication in required tool/email is key to be successful. This is the tool that we use live to connect and ensure that operations are running smoothly.
• Communicating with team leaders/managers for any issues or concerns - leveraging
• systems and email consistently.
• Attending meetings i.e 1on1s, huddles, all hands - leveraging google meets to stay
• connected with your team lead, peers and other members of the leadership team.