Customer Support Agent

**Who we are and what we’re looking for**

Our team started as two good friends and only 32 products in a lounge in Cape Town, and now there are more than 180 of us who help make Yuppiechef South Africa's premier kitchen and homeware store. We're selling 9,000 curated products from 700 of the world's leading brands, and we're growing faster than ever.

We see ourselves as helping people find more moments of joy in their homes, through products that make daily life more delicious, more comfortable, more innovative and more beautiful. Our omnichannel shopping experience provides world-class service to our customers both in our stores and online - wherever it suits them best.

**What your role looks like**
- Partnering with other teams to resolve customer concerns
- You will increase customer happiness and retention by meeting and exceeding customer support service levels.
- You will be advocating to solve problems and find opportunities on behalf of the customer
- You will own the customer relationship from the initial interaction all the way to a happy resolution.
- Delivering calm and smart decisions in high-pressure situations while paying attention to detail
- Supporting your teammates and colleagues with peer to peer learning and constructive feedback to encourage a positive working environment.

**Who you’ll be working with**

You will be reporting to the Customer Support Manager and collaborating closely with the rest of the Customer Support team and our card writers. This is a team that is passionate about what they do and set high standards for how we keep our customers happy by solving their problems

**Who you are**

We are looking for a teammate who has a high level of emotional intelligence and is passionate about ensuring that a customer’s experience is consistently satisfying. You understand the implications of communicating ineffectively on social media and are part PR agent and info sharer. This role is for someone who thrives when working in a team that requires collaboration and cohesion whilst providing great customer interaction and having fun. Your level of discipline and efficiency will leave us in awe and your knowledge and passion about cooking will make us wish we'd met you sooner.

You might also describe yourself as:

- Passionate about providing amazing interactions to our customers and bringing the customer voice to Yuppiechef and our teams to ensure we deliver the best possible customer experience.
- Has a positive outlook, contributes to strong team morale and can collaborate across multiple teams
- Is consistent and assertive across all interactions putting customers at ease
- Has the ability to adapt to customer expectations by reading their cues and framing assistance in the right way for them
- Thinks fast and works proactively and always keeps on top of things in a dynamic, fast-paced environment
- Embraces change as continuous improvement and agility in our offering
- Has good general knowledge of cooking, food, kitchen equipment and entertaining

**What experience and skills you need for the role**
- Minimum 2 years experience in a customer-facing role
- Experience with multiple communication methods and excellent communication skills
- Experience with handling social media queries advantageous
- Strong IT skills and a high level of comfort and agility with working on various software packages
- Exceptional listening, analysis, written and verbal skills
- Organized, detail-oriented, and able to multitask.
- Passionate about customer service.
- A 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.

**Environment, Pay and Benefits**
- ** Environment**:

- Fully-equipped, communal kitchen where you can use the tools we sell
- A fully-stocked coffee station where you can hone your barista skills
- Monthly company breakfasts where we celebrate the month gone by and chat about the future
- Parking available
- **Pay and Benefits**:
We pay competitive, market-related salaries based on skills and experience, and a discretionary profit share based on the company's performance

Your salary is based on a “Total Cost To Company” model and includes:

- Medical Aid (Discovery) contributions
- Group Life Cover
- Retirement Annuity
- 17 Days Paid Annual Leave increasing to 20 days with length of service.

If this sounds like you, we can't wait to meet you