Our client is an innovative digital financial service provider specialised in fast, flexible loans and funeral cover policies. Their aim is to become a favorite financial service provider for their customers by offering products that are affordable, transparent and easy to access. They are offering an immediate opening for a talented individual to provide outstanding customer service support on a full-time basis to a diverse customer base through a variety of mediums.
Responsibilities:
Providing excellent customer service via incoming and outgoing e-mails (tickets) and chat
Entering all customer service inquiries into FreshDesk – entries must be entered clearly, completely, and closed out appropriately
Responding to all incoming customer service inquiries received within FreshDesk or Freshdesk with the aim of a First Contact Resolution
Addressing tickets assigned in the FreshDesk system within our service level agreement (SLA)
Providing a 24–48-hour response time on all customer correspondence
Effectively manage a high ticket or chat volumePartner with internal teams to resolve inquiries as needed
Utilizing support documents to assist customer inquiriesWorking effectively with other departments to troubleshoot or solve problems/issuesWorking within databases and other programs/applications that apply to Customer Service
Maintaining accurate knowledge of programs and services offered by the company
Ability to navigate multiple programsMaintaining and following all company policies and procedures
Take ownership of customer issues reported and see problems through to resolution
Follow Standard Operating Procedures for proper escalation of unresolved issues and problems to the appropriate internal teams and drive to completion
Requirements:
Grade 12 (HSC)/ Matric or Equivalent
Qualified candidates will have excellent written and verbal communication skills as well as demonstrated experience responding to customer inquiries in a fast-paced environment
Experience using Freshworks services (Freshdesk and Freshchat)
2+ years’ experience in a customer facing role
Resourceful: Ability to research topics you are unfamiliar with, using the internal process and knowledge base and quickly be informed to resolve questions
Exceptionally detail-oriented, organized, and self-motivated
Excellent communicator demonstrating a high level of empathy
Correspondence layout, strong organizational skills, and the ability to work effectively with all levels of executives, management and staff is essential
Dependability in attendance and performance is critical in this role
Candidates must be fluent in English
Flexible: Able to work under pressure and quickly adapt to change
Niveau hiérarchique
Premier emploi
Type d’emploi
Temps plein
Secteurs
Services de ressources humaines
Les recommandations augmentent vos chances d’obtenir un entretien chez Grayson Talent
Nous exploitons les connaissances de la communauté d’une toute nouvelle manière. Des experts ajoutent des informations directement à chaque article, élaboré à l’aide de l’intelligence artificielle.