Customer Support Agent

2 months ago

Cape Town, South Africa Bash.com Full time

**WE ARE BASH**

We are a team of leaders. True owners, humble learners and friends. We're here to overcome big challenges, build tech solutions for people to enjoy, while **doing the best work of our careers**, together, as Bash.

This journey requires grit, ambition and teamwork to thrive. We are **transforming SA retail for the better**; using a stable, secure base as our catalyst for change. We are building on a scale that will **test our limits** but when we break through, the impact on us and our customers will be profound.

We are creating a leading omni-channel retailer that seamlessly offers customers: digital and physical shopping experiences, wide-ranging logistics services, bespoke financial services, and value-added services and are looking for a new
**Customer Support Agent** to join our Customer Support team.

We are in a stage of growth where an experienced
**Customer Support Agent** will help us bring a customer-centric focus to our team at scale while elevating the brand essence. This role is broad and rewarding as you will be responsible for providing service to our clients.

**WHAT YOU'LL DO**:

- Able to adapt to customer expectations by reading their cues and framing assistance in the right way for them
- Work with third-party teams to resolve customer concerns within required SLA's
- Work in collaboration with other customer support teams to ensure a consistent and high-quality level of support.
- Increase customer happiness and retention by meeting and exceeding customer support service levels.
- Consistent and assertive across all interactions putting customers at ease
- Advocating to solve problems and find opportunities on behalf of the customer
- Achieve high-quality customer service by providing prompt, efficient, detailed and high-quality customer-oriented service.
- Delivering calm and smart decisions in high-pressure situations while paying attention to detail
- Support your teammates and colleagues with peer-to-peer learning and constructive feedback to encourage a positive working environment.
- Navigation, product knowledge, company rules, credit and eCommerce policies and account information
- To actively engage with stakeholders to ensure that all requests from customers are managed accurately and timeously
- To maintain the integrity of The Foschini Group's image when dealing with customers
- Provide superior customer service across all communication channels

**WHO YOU ARE**:
**This job is for you if you have**:

- Matric Essential
- Call Centre diploma or equivalent (advantageous)
- 2-3 Years Call Centre experience
- 1-2 Years eCommerce / Online shopping support experience essential
- Able to work shifts Monday - Sunday and Public Holidays
- Passionate about Customer Service
- Retail experience (advantageous)
- Strong IT skills and a high level of comfort and agility in working on various software packages
- Exceptional listening, analysis, written and verbal skills
- Organized, detail-oriented, and able to multitask

**Skills you already have**:

- Desire to make work fun and enjoyable.
- Excellent follow-up and documentation skills.
- Strong organizational and time management skills.
- Internet savvy, familiarity with e-commerce.
- Must have a sense of urgency, be self-motivated, and be proactive.
- Friendly, polite, professional, and flexible.
- Ability to problem-solve.

**WHERE YOU'LL BE**

Our working model is **flexible and digital**.** **We don't clock watch or mind how or where you work. Our leaders are measured by their outputs and they know where and how they will get the job done.

We give **agency and enable remote working**, most of the time, for the people who want it. We are intentional about connecting and give you the tools & equipment to enable you to do work that matters. We also believe that doing certain types of work happens best organically which is why we encourage our teams to travel so we can make magic happen face to face. Our offices are a vibe. They are decked out to **make collaboration easy** and help our team **create lasting connections **with each other.

**BASH BENEFITS: WHAT'S IN IT FOR YOU?**
- **A seriously smart team of people **We are selective about who joins our team to make sure we're made up of the best of the best
- **Agency**: Structures remain flat, accountability wide
- **Top $$**:The best people, in the right roles, earning at the top tier. Our ethos is about quality and aligning merit and output with the rewards. We believe in reciprocity.
- **Saving for your future**: Saving is not easy. Taking a chunk monthly for your future is imperative. We provide the fund and support to do just that
- **Hackdays**:These happen monthly as we push the envelope and give our teams freedom to find the space to do things they have only had time to wonder about
- **Quarterly parties**:Connection and community is our jam
- **Extensive opportunity to learn**: Library, blinkist, interest groups and team rotations
- **Exclusive shopping

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