Clickatell Customer Service Jobs in Cape Town
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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.
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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
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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
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