Customer Support Agent

Purpose  

We are looking for a highflying customer support agent to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. This role provides superior customer service in all areas, including the company’s customer service needs across all support channels. 

 

We Do The Right Things 

Responsibilities of 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. 

 

We Are On A Learning Journey 

Requirements of the Role 

• Matric and IT Diploma or studying towards or any other related qualification in the technology space 

• Work Experience 

• 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 and abilities  

• Knowledge of the technical aspect of operating systems and Internet 

• Strong troubleshooting skills across multiple platforms 

• Basic selling experience 

• Strong typing skills 

 

A Bit About You 

Behavioral competency requirements of a Highflyer:  

• Team Player: Self-directed and dedicated team player who positively engages with the team to solve.  

• Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements. 

• Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others. 

• Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision. 

• Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives. 

• Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism. 

• Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers. 

• Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.  

• Embracing Change: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts. 

• Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking. 

 

Why You Should Join 

Perks of the Role 

• Medical Aid contribution  

• Pension fund contribution  

• Quarterly performance incentive bonus  

• 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. 

 

Stronger Together 

At Clickatell, Diversity, Inclusion and Belonging is at the core of who we are - from how we build our product platforms to how we build our workforce. We believe that we are stronger together and by leveraging the power of diversity and inclusion, we are able to generate innovative ideas to revolutionize the way the world uses chat technology. We create common ground - Our platform is for all, and so is our workplace. Everyone is welcome at Clickatell and our employees feel psychologically safe and empowered to show up with their authentic selves at work.