Customer Support Agent

Job Title: Customer Support Agent
Company: OneCart (Pty) Ltd
Location: Johannesburg, Gauteng
Employment Type: Permanent
Posting Date: 06 August 2024
Closing Date: 30 August 2024

Job Overview:

OneCart is excited to expand our team and is looking for enthusiastic Customer Support Agents to join our dynamic and innovative company. As a Customer Support Agent, you will be the voice of OneCart, providing essential assistance and support to our customers through multiple communication channels. We seek individuals who are calm under pressure, empathetic, and passionate about delivering exceptional customer service.

Key Responsibilities:

• Customer Interaction:
  • Field real-time calls, emails, and social media posts from customers with professionalism and empathy.
  • Provide timely and effective resolutions to customer queries across phone, email, chat, and social media platforms.
• Collaboration:
  • Work closely with the order success agents to ensure seamless processes and alignment with corporate goals.
  • Monitor and address issues that may impact business KPIs and goals.
• Problem Solving:
  • Identify and escalate common trends in support interactions to enhance service delivery.
  • Quickly and creatively resolve customer inquiries, ensuring first-time resolution whenever possible.
• Customer Advocacy:
  • Act in the best interest of the customer, advocating for their needs and providing a personalized service experience.
  • Detect and mitigate potential fraud, such as coupon abuse and suspicious purchasing behavior.
• Communication:
  • Communicate effectively and exercise sound judgment in all interactions with customers.
  • Maintain high standards of written communication with attention to detail and empathy.

Job Requirements:

• Experience:
  • Minimum of 1+ years of customer service experience.
  • Proficiency in computer skills, including Microsoft Outlook, Word, Excel, or equivalent Google products.
• Education:
  • Higher Certificate/Grade 12 required.
  • A college degree in a related field is preferred.
• Availability:
  • Must be flexible with shifts, including availability on one weekend day.

Competencies:

• Phone Etiquette: Ability to communicate effectively over the phone with a focus on customer satisfaction.
• Stress Management: High tolerance for stress, complexity, and change, with the ability to remain calm under pressure.
• Time Management: Dependable, punctual, and skilled in managing time efficiently.
• Writing Skills: Strong writing abilities with impeccable attention to detail.
• Empathy: Demonstrates empathy and a proactive approach to resolving customer issues.
• Problem-Solving: Strong problem-solving skills with the creativity to handle difficult situations effectively.
• Tech Savvy: Comfortable using web-based user support applications and smartphone apps (iPhone and Android).
• Adaptability: Comfortable working in a fast-paced environment with rapid changes and uncertainties.

Join the OneCart family and be part of a team dedicated to innovation and customer service excellence. If you’re passionate about helping others and thrive in a dynamic environment, apply today!

Note: If you do not receive feedback from us within 1-2 weeks, please consider your application unsuccessful.

 

apply here