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Customer Support Agent for OneCart | Onsite JHB

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OneCart is looking for passionate Customer Support Agents to join the family. Be a part of a dynamic team that is driving innovation.
Main responsibilities of the role are to be the voice of OneCart, fielding real-­time calls/emails/social media posts from our customers. You must be calm in the face of a chaos, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our customer support professionals are dedicated to supporting customers and resolving customer queries across phone, email, and chat platforms.

Duties and Responsibilities :

  • Ensure ongoing collaboration with order success agents to ensure effective processes are in place and in line with corporate processes and goals.
  • Meet/exceed performance expectations and goals for your allocated regions.
  • Consistently be attentive to real-time queries and act when needed.
  • Resolve queries across various platforms efficiently and effectively
  • Ensure collaboration with order success team and monitor issues that may have a direct impact on the business KPI’s and goals.
  • Create an exceptional, personalized service experience for users.
  • Provide positive, fast, and complete support resolutions to users via various access channels.
  • High-energy and self-reliant.
  • Provide support to customers with efficiency and urgency.
  • Identify common trends within support interactions and escalate appropriately.
  • Ability to quickly identify and resolve customer inquiries.
  • Act with the customer in mind and advocate for the user community.
  • Communicate effectively and exercise sound judgement when interacting with customers.
  • Fraud detection/reduction (coupon abuse, incentive abuse, suspicious purchasing behaviour etc).
  • Ticket resolution 1st time around/Answering directed phone calls /Responding to customer email communication
  • Responding to customer social media posts/DM’s/Facebook messenger/LinkedIn messages

Requirements:

  • Customer service experience (1+ years).
  • Higher Certificate/Grade 12
  • College degree in a related field, preferred.
  • Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
  • Must be shift flexible including one weekend day

Competencies:

  • Good Phone etiquette
  • High tolerance for stress, complexity, and change.
  • Dependable and punctual with time management skills.
  • Strong writing skills and impeccable attention to detail.
  • Demonstrates empathy and the ability to take initiative for the customer.
  • Strong problem-solving skills ­with the ability to creatively resolve difficult situations.
  • Ability to quickly learn web­-based user support applications.
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty.
  • High-level of comfort and familiarity with smartphone applications (iPhone and Android).
USE THIS BUTTON TO SEND YOUR PROFILE FOR THE ONSITE CUSTOMER SERVICE REP ROLE

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