Customer Service Representative

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 volume
• Partner with internal teams to resolve inquiries as needed
• Utilizing support documents to assist customer inquiries
• Working effectively with other departments to troubleshoot or solve problems/issues
• Working 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 programs
• Maintaining 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