Customer Support Agent at Yoyo

Job Description

We are looking for passionate and skilled individuals to join our Customer Experience team, located in Cape Town, South Africa. The position reports directly to the Customer Experience Manager and entails providing exceptional support to customers, proactively resolving issues and escalation to relevant teams or the Team Manager. You will be interacting with stakeholders across different teams, including Product and Engineering, while championing the voice of consumers throughout the company.

Responsibilities

• Respond to a high volume of tickets raised by consumers via our support ticketing system, in a timely and professional manner.
• Follow Standard Operating Procedures for escalating unresolved issues to the appropriate internal teams and drive to completion.
• Liaise with the Product Engineering teams to ensure a quick resolution to technical issues.
• Ensure that analysis for manual reporting is completed accurately and timely.
• Take ownership of customer issues reported and see through to resolution.
• Work cross-functionally to find solutions to issues experienced by our users.
• Adhere to standard SLAs and KPIs when handling tickets (including Customer Satisfaction, First Reply Time etc.).
• Ensure proper recording, prioritisation, classification and closure of all issues through the JIRA helpdesk system. Details captured should allow for detailed data analysis that will be used to identify possible problems.
• Raise feedback to relevant teams to improve the user experience.
• Escalate all relevant incidents in a timely and accurate fashion.
• Manage all support channels, including NPS and app reviews.

Experience And Qualifications

• Experience gained in B2C support as Customer Support Agents / Associates
• Tech savvy and good understanding of mobile app technology
• Experience with Zendesk (or similar ticketing systems)
• Excellent writing skills
• A strong passion for customer satisfaction and providing a user-friendly customer support experience
• Proactive and able to take initiative
• Hard-working and self-motivated
• Strong problem solving skills and attention to detail
• Ability to manage competing timelines and priorities
• Able to work in a fast-paced and challenging environment
• Able to work collaboratively in a team environment, as well as independently
• Ability to use SQL is an asset, but not essential
• Proficiency with Excel advantageous