Customer Support Liaison

3 weeks ago

Cape Town, South Africa Yebo Fresh Full time

Yebo Fresh is an award-winning online retail e-commerce platform focusing on South Africa’s mass market. Our unique business model and partnerships with manufacturers allow us to deliver an unbeatable offer at a highly competitive price point.

We proudly serve families, NGOs, Schools, ECDs, and township retail businesses such as Spazas and fast food restaurants and we are looking to grow.

For **our customers,** using Yebo Fresh means avoiding the hassle, cost, and risk of overcrowded and/or expensive transport, long queues, and carrying heavy bulk goods.

We engage **with entrepreneurs, and our customers** on our platform on a daily basis through field sales agents, supplying credit lines, having WhatsApp conversations, and organizing product deliveries.

These interactions allow us to build extensive qualitative and quantitative insights into the typical patterns, challenges, and critical success factors of township entrepreneurs.

We are now keen to build on this physical & digital infrastructure and to use these insights. We are building an ‘empowerment’ engine for South African entrepreneurs who, as we observe, often struggle in this highly competitive environment and to provide them with education and development opportunities

**Now Hiring: Customer Support Liaison**

**What You Will Do**

We are looking to create;
- A more just and equitable society that depends upon more families and households having a stable income in the townships through entrepreneurship development by providing entrepreneurial learning content through coaching, online delivery, on-site training, peer learning, and networking
- Growth of Township SMEs and growing livelihoods through adequate access to finance in the retail industry in collaboration with training and marketing
- Entrepreneurial growth, scale, and support; we are seeking growth beyond traditional models, using technology to educate and through intelligent behavioral software and powerful entrepreneur technology support toolkits

The mission of the project is to reach out to as many South African Township Entrepreneurs as possible to the best possible entrepreneurship education that enables them to contribute towards job creation.

**Customer Support Liaison values**:

- Respect
- Honesty
- Creativity
- Open-mind
- Good communication skills

**Customer Support Liaison will**:

- Pride themselves in their quality of work and always striving to find better/simpler systems
- Communicate well and ask questions
- Provide effective service through all access channels which include, but are not limited to WhatsApp, phone calls, face to face (if needed) and to bring enquiries to a satisfactory resolution
- Execute a high level of customer care focusing on the customer (internal and external) needs of the customer at all times
- Maintain customer contact and specific information, advice and services on the goals aligned with team KPIs and tasks
- Proactively obtain feedback and insights from customers/students in order to highlight areas of improvement in all our service areas
- Exercise the highest level of integrity when dealing with personal and sensitive information.

**Key Responsibilities & Duties**
- Setting interviews and organising recruitment documentation
- Handling enquiries and queries from prospective students and existing students when requested
- Calling entrepreneurs to determine criteria based questions and progress them to the prospect list
- Supporting students by escalating specific queries and support requests with the relevant stakeholders
- Communicate with applicants to ensure correct onboarding and about their progress
- Support marketing initiatives with idea generation, research and administration
- Maintain a database of entrepreneur information, telephone logs, and learner feedback and follow up with field facilitators on outstanding information
- Other duties as assigned

**KPI’s**:

- Customer queries resolved
- Converting existing WhatsApp leads into prospects
- Creating better administrative systems
- Support learner adoption, retention and conversion

**Education**:

- Post-secondary education in Administration, Marketing, or another relevant education
- Atleast 1 year experience in customer service would be an asset
- Strong Knowledge of Microsoft Office (Excel, PowerPoint, Word)
- Knowledge of Google Suites is an advantage

**Experience**:

- Must be comfortable working with large databases and doing most daily work on a computer
- Strong planning and organising, ability to see the big picture
- Strong attention to detail
- Proactive with can-do-attitude
- Willing to step out of own comfort zone
- Fast learner with the ability to adapt to change quickly
- Familiarity with the township space will be an added advantage
- Must speak English and 2 other South African languages (1 of them being IsiZulu)

**Contract Type**:Permanent Employment Contract with a 3-month probationary period. Work location: Cape Town or Johannesburg East

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