Customer Support Agent

Our e-commerce platform unlocks the potential of the informal economy and its entrepreneurs by stimulating local trade. We achieve this by providing entrepreneurs with everything they need to serve local markets, including access to supply chain, a local distribution and payment solution, and training so they can grow with their businesses.

Since our launch, we have completed thousands of orders, generating over R6M for hundreds of Partners. An impact that has led us to secure partnerships with Old Mutual, represent South Africa in the Dubai Expo 2020 Innovation Awards, and become a seed fund winner of SAB’s 2020 Social Innovation Awards.

We are looking for a vibrant and passionate Customer Support Agent to join our Customer Success Team and take us to the next level. As the first and main point of contact for customers, our call center agents play an instrumental role in delivering a positive customer experience. The right person is energised by problem solving, obsessed with efficiency and possesses a strong desire to exceed the customer experience.

Title: Customer Support Agent

Hours of Work: We have full time and part time roles available

Location: Salt River, Cape Town

Remuneration: 8-10K (Full time equivalent)

1. Culture and Fit (it’s first for a reason)

• We are a small, young, energetic team who love tea and the occasional beer or wine, our work, good humour, better music, and a roll-up your sleeves attitude (in no particular order);
• We believe that nothing is impossible but impossible isn’t easy/likely to happen in a 9-5;
• We are all committed to learning, to new ideas, and to be being better than we were last week;
• We believe that for someone to do their best work they must be able to be their true selves, empowered with all the information to understand decisions and challenge them, and be held accountable for their contribution to our mission;
• We do not enjoy: egos, bad tea, low expectations; and
• We believe in an inclusive world, where choice and opportunity are not limited to those that can afford them.

2. Roles and Responsibilities

2.1 Ticket and query resolution

Word of Mouth has two main channels for inbound queries and complaints; calls and Whatsapps via our live chat system. As a two-sided marketplace, both Customers and Partners use these channels to raise order queries or to request refunds and exchanges.

As such, our Customer Support Agents would be responsible for:

• Answering inbound calls and resolving Customer or Partner inquiries;
• Responding to Customer and Partner queries via live chat and closing tickets on the live chat system;
• De-escalating situations involving dissatisfied Customers and Partners;
• Ensuring queries or complaints that cannot be resolved are escalated to a manager and communicated on slack;
• Liaising with the warehousing team regarding escalated orders to ensure they are packaged and prepared for delivery;
• Calling Customers to arrange for exchanges or refunds to be processed and following up to ensure that refunds are successfully paid.

2.2 Delivery Confirmations

In order to improve our delivery conversion rates, we confirm customers are in and available for delivery on delivery days. As such, the Customer Support Agent would be responsible for:

• Responding to the live chat messages relating to delivery confirmations, reschedule requests and cancellations;
• Providing support to the Delivery Co-ordinator and calling customers to ensure they are available to accept their delivery;
• Updating the system with responses from customers.

2.3 Outbound Customer Calls and Engagement

Customer Support Agents are responsible for outbound calls to Customers, including:

• Calling Customers to confirm delivery and order details before orders are packaged and sent out for delivery;
• Ensuring information is accurate and up-to-date in the system, by documenting all changes from calls in our order management system, Airtable;
• Calling customers to inform them of stock-outs and product alternatives or re-arranges within specified timelines;
• Messaging customers about updates on orders;
• Calling customers to remind them to collect their items that have been ordered;
• Making ad-hoc calls to Customers for order updates or additional information required, as requested by the team.

3. Skills and Experience

3.1 Technical Requirements

• Previous experience in a customer support role or contact centre experience (minimum one year);
• Experience managing a ticketing system;
• Track record of over-achieving targets; and
• Minimum Grade 12.

3.2 Skills and Behaviours

• Strong written and verbal communication skills;
• Ability to multi-task, set priorities and manage time effectively;
• Ability to work under pressure and handle difficult customers;
• Ability to understand and relate to the customer's perspective and demonstrate empathy in communication;
• Strong problem-solving skills;
• Adaptable individual, comfortable with ambiguity and constant change;
• Good at adopting new technology and systems; and
• Detail-oriented.