Customer Service Representative

3 days ago

Cape Town, Western Cape, South Africa 1FIT Full time

About Us

We are a fast-growing health and fitness startup with two products used by over 25,000 users — And we're just getting started Our goal is to empower personal trainers and online coaches to manage and scale their businesses. We are founder-led, profitable, scaling rapidly, with ambitious plans for growth and looking to hire a Customer Service Supervisor to be part of this exciting growth phase of the business.

About the role:

As the Customer Service Supervisor, you will play a crucial role in maintaining our high standards of customer service and enhancing the overall customer experience. This is an opportunity to manage the entire customer service arm of our small to medium accounts, initially as the first hire, but with scope to progress and build out a team of customer service representatives for the right candidate. We already have a team of 3 employees in the Philippines who are willing to jump into the customer service representative role under the right team lead. Your drive to deliver exceptional service at speed will directly impact our customers' satisfaction and the success of our business.

How much can you earn:

The initial salary will be R16000,00 - R20000,00 per month - depending on experience and expertise.

Key Responsibilities:

  • Customer Experience Excellence: Ensure that every interaction reflects our commitment to providing exceptional customer service, from initial onboarding through to day to day queries.
  • Problem Resolution: Oversee the resolution of customer issues and complaints, ensuring swift and effective solutions are implemented to maintain high satisfaction rates.
  • Process Improvement: Continuously assess and improve customer service processes and protocols to enhance efficiency and customer satisfaction.
  • Collaboration: Work closely with other departments, including Product, Sales and Tech, to resolve more complicated customer service matters and deliver on customer service initiatives with overall company goals.
  • Reporting & Analytics: Develop and maintain customer service performance reports, analysing data to identify trends and opportunities for improvement.
  • Training & Onboarding: Lead the onboarding process for new team members when it comes to hiring and provide ongoing training to ensure the team is equipped with the skills and knowledge to succeed.

What you will 'need':

  • An ability to get stuck in & take ownership of your work. We will be giving you responsibility across a wide variety of areas.
  • A confident and outgoing nature whilst being a voice of the brand alongside the founders & other team members.
  • A genuine interest in health and fitness and health coaching.
  • Experience in the software industry will be looked upon favourably but is not necessarily required.
  • A laptop & phone.

Who are we looking for:

We are looking for highly motivated, ambitious individuals who care about increasing customer satisfaction. We are looking for someone who can work independently and has the ability to be agile and react quickly to new challenges. We want someone who can uphold the company values and maintain a true duty of care to our customers.

Benefits to you:

  • R16000,00 - R20000,00 per month.
  • Fully Remote.
  • Opportunity to be the first customer service hire of a successful SaaS company that is only just getting started.
  • Learn from experts within the business on how to uphold a truly personal service at scale.
  • Work alongside the co-founders of 1FIT to help take the company to new heights.

Disclaimer:

To be a good fit for the role you will require strong passion and a true problem solving spirit. Whilst time and work hours will of course be respected, you will be the first customer service employee in a rapidly growing and agile business – working directly alongside extremely enthusiastic founders.

Application Process:

Please follow the application instructions or your application will not be considered. Send your CV to hiringcs@1fit.com and a short note answering the following 5 questions:

  • Why do you want to apply for the role at 1FIT?
  • What traits do you possess that you believe would make you a great fit?
  • What experience do you have that you believe is relevant to this role?
  • How do you feel about being the first customer service hire in a start-up?
  • What is one thing that sets you apart from other candidates?

Details:

Job Type: Full-time

Pay: R16000,00 - R20000,00 per month

Experience: Customer service: 1 year (Preferred)

Language: English (Required)

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