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Customer Support Agent

2 weeks ago

Cape Town, Western Cape, South Africa Yuppiechef Online (Pty) Ltd Full time R104 000 - R208 000 per year

Who we are:

We're Yuppiechef, and see ourselves as helping people find moments of joy at home. We're here to offer outstanding and memorable service, while selling things that our customers love using. We're foodies and home lovers and aesthetes and early adopters, and we're passionate learners more than we're experts. We have a loved online store and 23 beautiful physical stores across SA, and are a proud member of the dynamic Mr Price Group. Our offices in Westlake, Cape Town, have a view of the mountains, a beautiful Rancilio coffee machine, and plenty of books to borrow. They're filled with people who value collaboration, and who like to make and eat pizza together. We're always looking for new people to teach us new ways of doing things and help us make big things happen. We'd love to know if you might be one of them.

We are looking for someone who: 

- is passionate about ensuring a customer's experience is consistently satisfying
- understands that excellent customer support is an advantage in a highly competitive market 
- can collaborate across multiple teams 
- is persuasive without being pushy. Our customers are well-informed and come to us for expert advice
- can act as a guide, allowing the customer to be particular and discerning in their choices while offering advice and direction for their needs
- promotes loyalty by encouraging customers to return
- 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 
- remains calm under pressure
- is proactive in finding solutions for customer queries and team processes  
- is adaptable and embraces change as continuous improvement and agility in our offering
- is feedback-oriented and proactive in driving growth
- can effectively self-manage their time and priorities  
- is process-oriented and understands that accurate process results in happy customers
- is upbeat and brings a positive energy to the team
- has a good general knowledge of cooking, food, kitchen equipment and entertaining 

Daily Responsibilities:
- Managing customer expectations, requests, queries and concerns across a variety of communication channels (social media, email, live chat and calls)
- Working in a collaborative manner across various teams within the business
- Ensuring customer orders are fulfilled as quickly as possible  
- Follow system and operational processes
- Report on daily concerns and trends
- Collaborating with our Store teams daily to support a strong Omnichannel offering

Key Skills Required: 
- Confidence in a customer facing role  
- Experience with multiple communication methods and excellent communication skills
- Excellent multi-tasking skills
- Strong IT skills and a high level of comfort working on various software packages
- Exceptional listening, analysis, written and verbal skills
- 2+ years experience in a customer-facing environment
- Matric Certificate 
 

What's the pay and benefits?

- A collaborative, inclusive work environment

- Total Cost to Company (CTC) package, including: Medical Aid contributions with Discovery, Life, Death & Disability cover, Retirement Annuity, Employee Assistance programme

- Quarterly bonuses based on the company's performance after a year's employment that scale with service

- 17 days annual leave, increasing to 20 days with length of service

- Half-day Fridays once a month

- Flexi working arrangements depending on the role/responsibilities

- Staff discount on all products from Yuppiechef and MRPG Retailers

If you're passionate about helping customers, thrive in a fast-paced environment, and want to be part of a team that values your voice and supports your growth-we'd love to hear from you.

Yuppiechef is a member of Mr Price Group Limited, an equal opportunity employer, and is committed to Employment Equity. By applying for this role, you agree with our terms and conditions.