Customer Service Advisor

4 days ago

Johannesburg, South Africa Quantanite Full time

**Job description**

**Title: Customer Service Associate**

**Reporng to: Team Manager**

**Locaon: Sandton, Johannesburg**

**Start date: ASAP**

**About Us**:
**Quantanite is a challenger in the business process outsourcing (BPO) and customer experience (CX) world. We are focused on building the best possible global team to service the fast-growing internet and VC-backed companies space. Currently we are 1,500 professionals globally with our head office in London.**

**We’re different from other BPO providers because we care about our clients' business. We listen properly, share ideas, and work in partnership with them. We help our clients strike the right balance between emerging technologies and human talent to achieve instant improvements and sustainable growth in an evolving digital age.**

**Our Solutions**:

- *Front Office BPO services - multi channel customer service solutions
- Back Office BPO services - providing a highly skilled workforce with industry experience RPA Managed Services - which provide support, maintenance and monitoring to ensure your RPA solution is working efficiently 24/7
- Data labeling and annotation - experts who understand the needs and requirements Sales Enablement - customized data, bespoke targeted leads and online research

**Project Tasks**
- *Take all inbound customer traffic via telephone (Talk Desk), ticketing system (Zendesk), and chat (Zendesk).

Monitor incoming customer service and technical tickets and ensure timely action on each. Provide great customer service and relay product and service information to Enel X for follow up. Create and log RMA activity using Support Sync (online SaaS).
- Identify and track product and service issues to resolution.
- Assist buying prospects by skillfully answering product andservice questions.
- *Make use of the online product knowledge base, FAQs, videos, and other self-help tools.
- Maintain customer records and update CRM (Zendesk) and other system information.
- *Escalate technical support issues to the Enel X team via ticket transfer and internal notes needed for background.
- *Provide customer education and training.

**General Requirements**
- *Order lookup in the CRM system.
- Communicate with the customer to share accurate order and delivery times.

**Desired Qualifications for Agent**
- 1-2 years customer service experience; order management exposure desirable.
- Speaks fluent English.
- Familiarity with Zendesk a plus.
- Self-motivated, able to work independently as well as contribute to a team.
- Ability to multi-task and to quickly change pace on a moment’s noce.
- Experience with EVs or clean energy and passion for electrifying transportation.
- Associates degree in CS, EE, business or similar preferred.
- Customer service or product support experience.
- Retail sales or call center experience a plus.
- Knowledge of basic electrical systems, wiring, perming, and construction.
- Understanding of purchase orders, invoices, and basic accounting.
- *Strong electrical and electronic troubleshooting skills.
- Strong written and verbal communication skills.
- *Elevated understanding of WIFI/cellular and IP network technology.
- *Proven history working in a customer-facing team with cross-functional, troubleshooting requirements.

**Desired KPI’s**
- Maintain 95% CSAT average minimum for Zendesk rang from customer.
- Telephone pick-up rate 95% or higher.
- *KPI’s will be run through Reports for each platform
- All tools necessary to do work with online ticketing, Voice-Over Internet Telephone, and Online SaaS Return Merchandise Program. These will include but not limited to:

- Access to smart phone to load our APP (IOS/Android supported)
- All access needed for online accounts
- Zendesk account for agents
- Talk Desk or telephone account for agents
- Support Sync (SaaS) RMA agent account as needed
- Backend access for data to product
- Webstore access for order status
- Credit card processing/PayPal access to process refunds
- All training necessary to support our customers
- *Access to online documentation and training
- Access to Global Support Hub
- Access to product backend for basic data check/light troubleshooting
- Juice Box product to have access and use for hands on training
- Online Installer Certification Training
- To be taken and passed for agent

**Salary**: R7,000.00 - R10,000.00 per month

COVID-19 considerations:
All Covid Measures in place

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

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