Customer Service Specialist

2 weeks ago

Durban KwaZuluNatal, South Africa NCRI Full time

CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting, and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients' brands, and design customized solutions to complex.

Your Mission

We're seeking a highly motivated Customer Support Specialist with a financial background to join our dynamic team. This role will be the first point of contact for our customers, ensuring they receive top-notch service and support. The ideal candidate is a problem-solver who thrives in a fast-paced environment.

Core Responsibilities (include, but are not limited to)

  • As the primary point of contact for our clients, the Customer Support Specialist must provide exemplary customer service.
  • Quickly identify hardware, operating system, and networking issues during clients interactions.
  • Help update the knowledge base by identifying and reporting issues.
  • Professionally resolve client problems, escalating issues as required.
  • Maintain customer records by updating account information in the database.
  • Contribute to team effort by accomplishing related results as needed.

Requirements and Skills

What do you need to bring to the table? Here's what we're looking for:

  • Proven experience as a Financial Customer Support Specialist - 1 + years in the role.
  • Flexibility to work rotating 8-hour shifts, including evening and weekends.
  • Familiarity with CRM systems and practices. You know your way around a database and understand the importance of keeping records up-to-date.
  • Customer orientation and the ability to adapt/respond to different types of characters. You're a people person. You can handle all kinds of customers and still keep your cool.
  • Ability to multitask, prioritize, and manage time effectively. You're a pro at juggling tasks and can get things done in a fast-paced environment.
  • Strong verbal and written communication skills and problem-solving skills.
  • Patient and cool under pressure.

Hours of Operation Canada Eastern Time:

  • Mon to Friday 7:30 am to 8:30 pm EST
  • 1:30 PM to 2:00 AM (South Africa Standard Time)
  • Saturday 10:00 am to 4:00 pm EST
  • Saturday 4:00 PM to 10:00 PM (South Africa Standard Time)

Why you would love to work here:

  • Competitive base salary

  • You have the opportunity to be a part of an award-winning, fast-growing company

  • Our innovative culture promotes ongoing learning opportunities with training and mentorship

  • Exciting benefits: Rewards, prizes, fun events, paid volunteer opportunities, and much more.

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