Customer Care Specialist

1 week ago

Cape Town, Western Cape, South Africa Fanpass Full time R250 000 - R500 000 per year

Who we are

At Fanpass, our culture is as unique as it is diverse. With over 10 years of experience in the Events sector, we've built a strong community of users and partners, making Fanpass a reference in the industry.

As a Customer Care Specialist, you'll be at the heart of our customer support operations, ensuring an outstanding experience for our clients worldwide.

What will you be doing?

As the first point of contact for Fanpass, your role is to provide top-tier customer support via email and live chat, always maintaining a positive attitude and focusing on service quality to ensure customer satisfaction.

Your key responsibilities include:


• Providing excellent operational service by applying SLAs and prioritisation skills.


• Managing live chat interactions and responding to inquiries from both in-session and out-of-session users.


• Escalating and/or handling complex issues while giving context for escalations.


• Acting as the liaison between users and operational teams.


• Ensuring that customers receive accurate delivery information and updating them when changes occur.

Who are you?


• Fluency in English (both written and spoken) – this is a must.


• Strong customer focus – you understand user needs and can provide tailored solutions.


• Detail-oriented – you spot mistakes before they become problems.


• Excellent multitasking skills – you can handle multiple conversations and tasks efficiently.


• Tech-savvy – comfortable using different platforms (Excel, Zendesk, internal tools, etc.).


• Ability to work in a dynamic environment and adapt to changing priorities.


• Availability to work from 9 AM to 6 PM European Time.

What we offer


• Full-time job / work contract


• 100% remote role – work from the comfort of your home


• Opportunities for growth within the company


• A dynamic and collaborative work environment where you'll work closely with our team


• Competitive salary and additional perks

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