Customer Support Agent - Sandton at OneCart

Duties and Responsibilities :

• Ensure ongoing collaboration with order success agents to ensure effective processes are in place and in line with corporate processes and goals.
• Meet/exceed performance expectations and goals for your allocated regions.
• Consistently be attentive to real-time queries and act when needed.
• Resolve queries across various platforms efficiently and effectively
• Ensure collaboration with order success team and monitor issues that may have a direct impact on the business KPI’s and goals.
• Create an exceptional, personalized service experience for users.
• Provide positive, fast, and complete support resolutions to users via various access channels.
• High-energy and self-reliant.
• Provide support to customers with efficiency and urgency.
• Identify common trends within support interactions and escalate appropriately.
• Ability to quickly identify and resolve customer inquiries.
• Act with the customer in mind and advocate for the user community.
• Communicate effectively and exercise sound judgement when interacting with customers.
• Fraud detection/reduction (coupon abuse, incentive abuse, suspicious purchasing behaviour etc).
• Ticket resolution 1st time around/Answering directed phone calls /Responding to customer email communication
• Responding to customer social media posts/DM’s/Facebook messenger/LinkedIn messages

Requirements:

• Customer service experience (1+ years).
• Higher Certificate/Grade 12
• College degree in a related field, preferred.
• Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
• Must be shift flexible including one weekend day

Competencies:

• Good Phone etiquette
• High tolerance for stress, complexity, and change.
• Dependable and punctual with time management skills.
• Strong writing skills and impeccable attention to detail.
• Demonstrates empathy and the ability to take initiative for the customer.
• Strong problem-solving skills ­with the ability to creatively resolve difficult situations.
• Ability to quickly learn web­-based user support applications.
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty.
• High-level of comfort and familiarity with smartphone applications (iPhone and Android).