Customer Support Agent at Clickatell

Purpose:

The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels. Attend to and log all telephonic, email, add chat queries on the CRM system. Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned. Assist customers with queries relating to payments, support and the like. General client relations and administrative tasks.

The role of our Champion:

• Resolve customer technical/sales queries or escalate to appropriate departments or team member to ensure resolution
• 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
The capabilities of our Champion:

• Live up to our values: Be the Champion! Be Curious, Be Collaborative, Be Courageous, Be Creative.
• Excellent communication: Strong written and oral communication skills which can be adapted to a range of audiences
• Availability to work in a 24 x 7 x 365 environment
• Computer literate (MS Office, MS Windows, Internet and email)
• Foresight, analysis and logic, systematic and orderly planning skills
• Customer service orientated
• Must work well in a team
• Results orientated
• Pro-active
• Good written and verbal communication skills
• High tolerance level/patience
• Analytical integrity
• Logical thinker (strong troubleshooting skills)
• Work / perform well under pressure

Our Champion's journey thus far:

• Matric
• IT Diploma / Completed or studying towards an Information Systems or Computer Science degree would be an advantage
• Knowledge of the technical aspect of operating systems and Internet
• Minimum 1 year customer service experience
• Industry expeirence in either technology, financial services, payments or telecommunications will be advantageous
• Troubleshooting experience
• Basic selling experience
• Strong typing skills

Benefits
Why you will love being here:

• Competitive salary paid monthly
• Medical aid contributions
• Quarterly performance incentives
• Pension fund contribution
• Group life cover
• Undercover parking
• Half day off on your birthday
• 5 “personal” days leave a year, over and above your normal annual leave.