Customer Service Call Centre Agent

2 weeks ago

Cape Town, Western Cape, South Africa KellyOCG for Kijiji Full time

Remote Customer Support Specialist, Voice Agent - Schedule Engine - 35 hours, Remote Shifts - MUST be flexible to work late night/overnight/early morning shifts, and weekends.

Shift times will be 11pm - 6am, 11:30pm - 6:30am or 12am - 7am

About Schedule Engine
Schedule Engine is a radically better home services platform combining world-class technology and next generation service solutions. We are reshaping the experience for both businesses and consumers in the trillion-dollar home services industry. Being radically better requires new end-to-end solutions for both businesses and consumers.

Schedule Engine has experienced exponential growth because of our commitment to evolve the industry, our determination to be a positive force, and our passion for groundbreaking technology.

Joining Schedule Engine now is a once-in-a-lifetime career opportunity for anyone passionate about making a difference and making history in business and consumer technology.


About the Job
Schedule Engine is looking to hire Live Services Phone Specialists who pride themselves on providing world-class customer experiences. As a phone specialist, you love being the front-line contact and #1 problem solver for customers. Our customers are calling about no heat in a cold night, no air conditioning in the heat of summer.

Every time you hear a customer need, your first response is "how can I solve this?" and you're not afraid to think outside the box to find viable solutions.

You are able to quarterback issues from first interaction through to completion with style and grace. You are the customer's friend, mentor, liaison, information provider, appointment booker, and overall righthand for all their home needs.

Key Responsibilities

  • Speak with customers via phone, taking ownership of their needs and helping find the best solution for their home
  • Support multiple service partners and trades, including plumbing, heating, cooling, electric, etc. You'll be the front line representative for numerous companies
  • Guide customers through potential solutions to find the best match for them. Book services and ensure completion/satisfaction.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Meet targets with regard to contact rates, bookings, memberships, and other key performance indicators.
  • Train and mentor new Live Services team members, teaching others to be customercentric and fiercely protective of our mission to deliver customercentric home services solutions.

About You

  • You are customercentric.
  • You are patient, empathetic, and passionately communicative.
  • You are a problemsolver. You are confident at troubleshooting and investigating if you don't have enough information.
  • You treat each customer as an individual with unique concerns and problemsolve appropriately.
  • You are a selfstarter.
  • You always want to go the extra mile to create the perfect member experience, educate yourself, and identify opportunities to improve yourself and your team.
  • You can "roll with the punches."
  • You thrive in a fastpaced and dynamic atmosphere and have a strong intention to own and help define the member experience.
  • Technology Driven. You're no stranger to a computer and how to use it.
  • You know the little tricks to maximize efficiency
  • Industry Knowledge. A background in the trades or even better, the home comfort industry is an asset.

The Must Haves (in no specific order)

  • Proven customer support, client service, or direct clientfacing experience and skill.
  • Hungry to be part of something new, innovative and industrychanging understanding the work and focus that requires.
  • Strong contact handling skills are essential, including active listening, grammar, spelling, and typing speed.
  • Familiarity with CRM systems and practices.
  • Customeroriented, with an ability to adapt and respond to different personalities.
  • Excellent communication skills, both oral and written.
  • Strong command of the English Language, Spanish is a bonus.
  • Ability to multitask, prioritize and manage time effectively.
*Bonus points if you have experience in the home services space.

Technical Requirements

This position is a BYOM (Bring Your Own Machine) role with the following requirements:

Equipment:
desktop or laptop combined with an additional monitor (mid to large size). Additional monitor is essential for the role. A mouse, headset and keyboard are also essential - laptop tracking pads will not be fast enough.

Machine should have at least 6GB RAM processing power, 8GB RAM would be preferred Internet connection: Minimum of a 30mbps high-speed connection is required - higher is better. You will be taking phone calls over the internet so you must have a reliable connection and backup for loadshedding.

Job Types:
Temporary, Contract

Contract length: 3 months

Pay:
R16,000.00 per month

Application Question(s):

  • You must have you

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