Customer Support Agent at Clickatell

Description

Add your voice to the chat revolution:

At Clickatell, we’re upending the way companies connect, engage, and transact with their customers in chat. Chat is something you do every day with your friends, but it’s also a simple technology that we’ve helped our customers to use to accomplish pretty amazing things. Clickatell helps businesses power customer support, customer engagement, and payments all through chat apps like WhatsApp and Facebook Messenger.

Our customers are some of the most admired and recognizable companies in the world and our communications technology is used to reach more than 15,000 global brands every year. Our jobs offer you a chance to grow your career and work with global teams on technology that is quite simply changing the world.

We’ve grown by combining curious minds and quick smiles with a collaborative company culture where we never quit or settle, and always strive to create solutions that will change the world. It’s a big proposition, but it’s a mission our team takes on every day in an environment that provides you with the freedom to create and innovate, while having fun at the same time. We’re a fanatically friendly group that listens and puts each other first to accomplish great things together for our customers, our communities, and 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 categorize 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, ie external suppliers or internal stakeholders

• 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 or any other related qualification in the technology space

• Knowledge of the technical aspect of operating systems and Internet

• Minimum 3 year customer service experience

• Industry experience 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:

• Healthcare, Pension Fund and Group Life benefit.

• Quarterly performance incentives

• Communication allowances

• Half-day off on your birthday

• 5 personal days leave a year, over and above your annual leave.

• Remote Working (our offices are currently open for essential use only due to COVID-19)

• Ongoing Learning with access to books, team training workshops and professional development.

• Virtual activities, events and coffee dates.

• Home office set-up with laptop, screen, internet access and UPS.

• Anniversary awards

Clickatell is an equal opportunity employer and all suitable applicants will be considered for employment. Preference will however be given to candidates who will enhance the diversity of the team and support the achievement of employment equity.

To all Recruitment Agencies, we thank you for your willingness to assist us with this vacancy. As a company we have our own Technical Talent Specialists that has deep knowledge of what our company values in every employee and therefore are able to headhunt themselves. Furthermore we do not accept unsolicited CV’s, terms & conditions associated with the use of such CVs will be considered null and void.