Digital Customer Service Agent

5 months ago

Cape Town, South Africa National Debt Advisors Full time

National Debt Advisors is one of the top debt counselling companies in the country. This is a testament to the service we give to clients and the quality of the people we employ. NDA is an equal opportunity employer, committed to fairness, diversity, and creating opportunities for our staff to grow and we are on the hunt for motivated Customer Service Agents.

**Duties/Responsibilities**:

- Monitor and manage company's social media, responding professionally and promptly.
- Create, schedule, and post engaging content on social media for customer engagement and marketing.
- Resolve customer issues effectively, providing accurate info and solutions via social media.
- Ensure consistent positive customer experience across digital channels.
- Gain in-depth understanding of company products, services, and policies for informed customer support.
- Adapt communication style on social media platforms based on requirements and preferences.
- Document interactions accurately in CRM and social media tools.
- Collaborate with cross-functional teams for brand-aligned social media activities.
- Provide feedback from social media interactions to improve products and services.
- Identify chances for relevant upselling/cross-selling on social media.
- Stay updated on industry trends and social media best practices.

**Competencies**:

- Must be computer literate. Windows 10 preferably.
- Must be able to work on Excel and Word programs.
- 2 years of customer service experience.
- Strong written communication in a digital context.
- Empathy and positivity while addressing customer concerns.
- Problem-solving and effective solution provision.
- Proficiency in digital tools, CRM, basic tech troubleshooting a plus.
- Quick adaptation to new technologies and processes.
- Handle multiple inquiries while maintaining quality and response time.
- Basic sales understanding for upselling/cross-selling.
- Proficient written English, grammar, and spelling.
- Diplomacy in managing challenging customer interactions.

**Qualification**: Grade 12 or equivalent qualification, Previous digital customer service experience preferred and Customer service or digital communication certification is advantageous.

**Working Hours**:Monday to Friday: 8-5pm

**Job Types**: Full-time, Permanent

**Education**:

- High School (matric) (required)

**Experience**:

- Customer service: 1 year (required)

Ability to Commute:

- Cape Town, Western Cape (required)

Ability to Relocate:

- Cape Town, Western Cape: Relocate before starting work (required)

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