Customer Service Contact Centre Bae

3 weeks ago

Cape Town, Western Cape, South Africa Boomerang Marketing Full time
Customer Service Contact Centre Bae (Agent) - Hospitality Experience Advantageous

Cape Town, South Africa | Posted on 12/19/2024

The Customer Support Bae (agent) is on the front lines for our UK based market, solving our customers' problems across various contact channels while charming them at the same time. They ensure we're delivering the best possible service for our drivers and space owners and that any issues that arise are resolved as quickly as possible.

What You Will Be Responsible For:

  1. Provide World-Class Service:
    Respond to driver and space owner enquiries received via email, live chats, social media, phone, and voicemail.
  2. Keep accurate records of all customer interactions, using systems like ZenDesk, G Suite, and Slack for accurate reporting and to improve service levels.
  3. Become an expert on campaign-specific service, features, and capabilities to best educate our customers and encourage them to self-serve.
  4. Display empathy in a professional way by establishing rapport with customers, showing reasonable concern and support, and practicing active and reflective listening.

Relationship Management:

  1. Act as a brand ambassador, solving our customers' problems while charming them.
  2. Help develop the customer support offering through sharing knowledge, developing areas of specialization, proposing improvements, and delivering projects as required.
  3. Raise requirements with the Client Operations team to resolve problems with B2B sites.
  4. Raise bug tickets via the Service Desk that clearly articulate problems or issues experienced by our customers, allowing the Engineering team to effectively prioritize and resolve technical issues.
  5. Demonstrate commercial awareness that allows for identifying solutions acceptable to the customer while helping specific campaigns achieve their business goals.

Operational Requirements:

  1. Achieve established targets to meet required productivity and quality standards for excellent customer service.
  2. Deliver within defined SLAs, identifying and executing required actions to avoid breaches.
  3. React quickly to new challenges, finding innovative solutions to problems and adapting as we continuously improve our service.
  4. Update the status of open tickets regularly to allow for accurate reporting.

Team Membership:

  1. Represent the team internally to ensure that internal functions understand the role of Customer Support and are engaged in helping deliver against the team's targets.
  2. Identify areas for improvement and own the execution of changes to improve the delivery of the Customer Support function.
  3. Constantly ensure awareness of product changes or processes relating to service.
  4. Ensure company policies and processes are adhered to and followed.
  5. Build effective relationships with peers and Team Leader to enhance team performance.
Requirements

What You Need to Be Able to Do This Job:

  • Hospitality and concierge experience is highly advantageous.
  • Experience in live web chat, email, and voice communication is essential.

Other Requirements:

Knowledge, skills, and experience:

  • Ability to prioritize and identify the severity of customer problems to support triaging.
  • Passionate about delivering consistently high customer experience.
  • An empathetic tone of voice and ability to apply guidelines consistently in all customer communications across various contact channels.
  • Ability to explain complex or technical concepts using clear language tailored to the audience.
  • Experience sharing knowledge across a team to improve knowledge and performance of peers.
  • Confident working with new technologies and systems.
  • Excellent written and oral communication skills.
  • A track record of identifying improvements, proposing solutions, and executing change.
  • Able to learn new concepts quickly, taking ownership of personal development and training.
  • Previous experience in a high-demand customer-facing role.
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