Mission Statement for the Role
To
support the Customer Service team to serve customers reaching out to us through
our omni-channel customer experience avenues.
Overall
Responsibility
Receive,
document and resolve inbound requests from customers, through all our inbound
communication channels- voice, WhatsApp, Facebook, twitter and chat on a daily
basis.
Role Responsibilities
- Respond to customer inquiries via phone, social
media, WhatsApp, email and live chat
- Engage customers with empathy, patience, and
professionalism in every interaction
- Resolve customer issues quickly and clearly
while adhering to service-level expectations
- Work cohesively within and across
shifts/departments to resolve inquiries efficiently
- Represent the brand positively by addressing
customer feedback and advocating for their needs
- Use a unified troubleshooting strategy to
deliver consistent, measurable support outcomes
Academic Qualifications required:
- Certificate, Diploma, or Bachelor’s degree in a
relevant field.
Key
competencies required for the role:
- Demonstrate clear and empathetic communication
in both written and verbal interactions.
- Able to solve problems effectively with strong
attention to detail.
- Manage time and tasks efficiently while
collaborating across teams.
- Maintain composure under pressure and keeps
interactions positive and remain calm even when the customer is upset
- Digital literacy with practical skills in
computer use and social media competency
- Knowing when and how to ask for help internally
and with other departments to resolve a customer’s inquiry.
- Strong learning and growth mindset.
How to Apply
