Customer Support Agent

1 week ago

Cape Town, Western Cape, South Africa Neal Street Technology Full time R180 000 - R360 000 per year

Neal Street Tech is on a mission to deliver the best digital customer experience in the Hospitality industry. We are looking for a Consumer Support Agent to provide exceptional assistance to our app users. In this role, you will handle a wide range of inquiries, including technical issues, ensuring a seamless and rewarding experience with the Neal Street Rewards App and other applications powered by our technology.

You will report to the Consumer Support Manager and Head of Operations and Support, working closely with cross-functional teams, including engineering and product, to address consumer concerns efficiently. This role offers exposure to international markets, as Neal Street Technology powers some of the world's leading brands. The role is a hybrid role, with 1-2 days in office (V&A Waterfront) required.

Responsibilities

● Provide timely and professional support by responding to a high volume of consumer email queries within 24 hours.

● Collaborate with Product & Engineering teams to ensure quick resolution of technical issues.

● Work cross-functionally to troubleshoot and resolve user concerns.

● Maintain a high standard of customer service aligned to our company values.

● Identify trends in customer inquiries to contribute to product and service improvements.

● Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values

Knowledge, Skills & Aptitudes

● Experience with Zendesk or similar ticketing systems.

● Strong problem-solving skills and attention to detail.

● Excellent customer service and communication skills.

● Proficiency in Excel; knowledge of SQL is a plus but not required.

● Tech-savvy with a solid understanding of mobile app technology.

● Ability to prioritize tasks and manage competing deadlines effectively.

● Comfortable working in a fast-paced environment.

● Strong written communication skills.

● Capable of working independently while thriving in a collaborative team setting.

● Strong analytical thinking and sound judgment to identify and resolve issues effectively.

Job Type: Temp to perm

Contract length: 6 months

Pay: From R15 000,00 per month

Education:

  • High School (matric) (Required)

Language:

  • English (Required)

Work Location: In person

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