Customer Support Specialist for SweepSouth | Onsite CT

Role Outline

As a Customer Support Specialist, you will serve as the first point of contact for both SweepStars and customers. Your role is crucial in maintaining the smooth flow of daily operations by handling inbound and outbound communications, addressing inquiries, and assisting with the booking process ensuring customer satisfaction and delight.

Key Duties:

Customer and SweepStar Communication

• Respond to inbound calls and initiate outbound calls to assist with daily bookings, rescheduling, or cancellations.
• Manage inbound and outbound emails and live chats to facilitate bookings, address queries, and resolve basic issues.
• Accurately document all customer interactions, complaints, and queries for complete recordkeeping
• Facilitate quick and efficient escalation with sufficient detail of potential at risk clients or bookings and priority matters to tier 2 representatives.
• De Escalate customer tension, reassure customers regarding the service to ensure a calm, happy, feel good customer experience.

Customer and SweepStar Queries & Knowledge share

• Provide fundamental information about Sweepsouth services and booking procedures.
• Assist customers and SweepStars in navigating and utilizing the Sweepsouth app and website to make and manage bookings.

Excellent Customer Experience and Delight

• Ensure a friendly, courteous and professional demeanour, ensuring a feel good, positive customer experience despite possible difficult interactions.
• Be proactive during customer interactions by anticipating and addressing customer needs to ensure customer satisfaction and positive virality.

Who are we looking for:

• Customer service obsessed individual with a bubbly personality
• Individual with positive energy, can light up a room and a can-do attitude that is great at solving problems
• Person with the ability to multitask and work under time pressure and short delivery sprints 

Role Outline

As a Customer Support Specialist, you will serve as the first point of contact for both SweepStars and customers. Your role is crucial in maintaining the smooth flow of daily operations by handling inbound and outbound communications, addressing inquiries, and assisting with the booking process ensuring customer satisfaction and delight.

Requirements:

• Excellent communication skills, proficient in English or Afrikaans
• Must be able to hold a professional telephonic conversation with clients and have experience in writing emails as well as instant chats in a professional way. 
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Experience with any CRM tool in a customer service environment.
• Experience in serving individual customers in a B2C environment.
• Basic knowledge of customer service principles and practices.
• Familiarity with using apps and websites for service bookings and online orders.
• A friendly and professional demeanour with a focus on delivering exceptional customer service.

What We Offer:

• Innovative Environment: Work in a fast-paced environment where your ideas are valued, and your efforts make a direct impact.
• Competitive Salary: We offer a competitive salary and benefits package.
• Collaborative Culture: A supportive and collaborative team culture that values diversity and inclusion.