Customer Support Agent - Clickatell

Purpose

• The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment.
• To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels.
• Attend to and log all telephonic, email, add chat queries on the CRM system.
• Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behaviour is concerned.
• Assist customers with queries relating to payments, support and the like.
• General client relations and administrative tasks.

We Do The Right Things - Responsibilities of the Role

• Resolve customer technical/sales queries or escalate to appropriate departments or team members to ensure resolution
• Achieve agreed set goals and company-wide objectives
• Meet productivity and performance targets as determined by individual contract
• Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards
• Accurately categorise cases for Business Intelligence reporting
• Compile Daily Handover reports
• Participate in product testing
• Requirements

We Are On A Learning Journey - Requirements of the Role

• Matric
• IT Diploma / Completed or studying towards or any other related qualification in the technology space
• Knowledge of the technical aspect of operating systems and Internet
• Minimum 3 years customer service experience
• Industry experience in either technology, financial services, payments, or telecommunications will be advantageous
• Troubleshooting experience
• Basic selling experience
• Strong typing skills

Benefits

Why You Should Join - Perks of the Role

• Healthcare, Retirement Fund and Risk-benefit company contributions
• Quarterly performance incentives
• Reimbursable Communication allowances for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Remote Working (our offices are currently open for essential use only due to COVID-19)
• Home office set-up with laptop, monitor, chair and UPS