Clickatell

Customer Support Agent

Clickatell

full-time

Posted on:

Location Type: Hybrid

Location: Cape Town • South Africa

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About the role

  • Provide real-time support via live chat, email, and phone, resolving technical and sales queries efficiently.
  • Attend to and log all telephonic, email, and chat queries on the CRM system.
  • Enforce Clickatell’s rules, policies and terms of use relating to client transactions and behavior.
  • Assist customers with queries relating to payments, support and general queries.
  • Complete administrative tasks related to service.
  • 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

  • Matric and IT Diploma or studying towards or any other related qualification in the technology space.
  • Minimum 3 years customer service experience.
  • Industry experience in either technology, financial services, payments, or telecommunications will be advantageous.
  • Experience in live chat support is required.
  • Knowledge of the technical aspect of operating systems and Internet.
  • Strong troubleshooting skills across multiple platforms.
  • Basic selling experience.
  • Strong typing skills.
Benefits
  • Medical Aid contribution
  • Pension fund contribution
  • Risk benefit company contributions
  • Reimbursable communications allowance 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 and access to office hubs as required.
  • Home office set-up with laptop, monitor and other related items.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
live chat supporttroubleshootingCRM systemsadministrative tasksBusiness Intelligence reportingoperating systemsInternet knowledgetyping skillssales experience
Soft Skills
customer servicecommunicationproblem-solvingtime managementgoal-oriented
Certifications
MatricIT Diploma