English/french Speaking Technical Support Associate

2 weeks ago


Cape Town, South Africa iContact BPO Full time

About Us

iContact is a leading customer service BPO provider serving international markets, bringing with a proven pedigree in the multiple sectors we serve.

We build our solutions around our client’s bespoke needs, delivering a professional outsourced customer service solution built upon the partnership approach to all that we do for our clients.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Bpo is looking for passionate Customer Support Associates to join the family. Be a part of a dynamic team that is driving innovation.

We are currently hiring for experienced customer service associates to support our English speaking US and European customers. You will provide customer service for retail software and equipment in a first line tech support capacity.

Job Functions:

- Provide excellent customer experience through technical support.
- You will support our customers fully in all questions regarding our product and answer their
- You will be the interface between the customer and our various departments.
- Use consistent troubleshooting techniques to identify the source of quickly and efficiently
- customer issues and provide a prompt and appropriate solution.
- Properly document and track customer issues and resolutions.
- Follow escalation procedures as required.
- Liaise with team leaders to best handle day to day situations to better customer experiences.
- Handle miscellaneous duties and responsibilities as defined by management.
- Performance Indicators:
Daily, weekly, monthly, and quarterly performance measurements & reviews

Job Specification:

- Grade 12
- Above average typing speed
- Above average language capability
- BPO experience minimum 12 months.
- A minimum of 12 months customer service experience
- Ability to operate in a pressurized environment with flexible time schedules & volumes of work
- Ability to work autonomously and account for deliverables.
- Good general administration, planning and time management skills.
- Proven troubleshooting skills, especially when dealing with new or complex issues.
- Passion in technology
- Familiarity with mac OS and iPad OS (advantage)
- Retail experience or Hospitality experience (advantage)
- French language skills (advantage)

What’s in it for you?
- Come live the brand experience of our client, it’s an amazing product and company to work for
- Ability to do your job in a truly flexible environment.
- Genuine career opportunities in a company that’s creating new jobs every day.
- Work in a team big enough for growth but lean enough to make a real impact.
- A possible performance-based bonus as a % on top of your fixed salary
- Access to a mental health online platform, counselling & coaching services
- Language classes & LinkedIn Learning license

Working hours: The campaign will be aligned with with Europe working hours, Mon-Fri, phase 2 will be supporting North American market and campaign will integrate to night shift.

**Job Type**: Permanent

**Salary**: R9,000.00 - R10,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape 8001: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Technical Support Customer service: 1 year (required)
- BPO: 1 year (preferred)

**Language**:

- French (preferred)

Application Deadline: 2023/04/28



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