Job Description
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
