Full-Time and Part-Time Customer Service Agent for LTVPlus | Remote (South Africa)

We are completely remote. You choose your favorite spot to work and help customers every day. It’s all up to you. Though we are scattered all over the world, we keep in touch with everyone daily so you’ll never feel isolated or alone.

We’re interested in your growth. Your career opportunities are limitless. Start in one role, work hard, learn, and we will be more than happy to help you advance in your career.

Job Description

About Us: LTVplus is a leading customer service outsourcing company committed to delivering exceptional service and enhancing the customer experience. Our mission is to rid the world of bad customer experiences, while our vision is to increase the Customer Lifetime Value of eCommerce brands. With a 100% remote team of over 500 dedicated professionals, we provide 24/7 support across various platforms, ensuring businesses receive top-tier service and innovative solutions.
Position Overview: The Customer Service Agent is responsible for delivering exceptional customer support across multiple channels, including phone, email, and chat/SMS. This role involves assisting customers with website navigation, order inquiries, product information, and resolving issues both pre- and post-shipping. The agent ensures every customer interaction ends with the customer feeling heard, valued, and appreciated. Agents are also expected to engage with the brand, embody its values, and contribute to a positive customer experience. Effective communication, problem-solving skills, and a customer-centric attitude are essential for this role.

Qualifications:

1. Experience:

• Customer Service Experience: Minimum of 1-2 years of experience in a customer service role, preferably in a high-volume or seasonal business.
• Multi-Channel Support: Experience handling customer interactions across multiple channels (phone, email, chat/SMS) is a plus.
• Gladly, Shopify, & Microsoft Dynamics experience is a plus (training will be provided)

2. Skills:

• Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Problem-Solving: Strong problem-solving skills to address and resolve customer issues effectively.
• Interpersonal: Outstanding interpersonal skills to build rapport with customers and team members.
• Time Management: Good time management and organizational skills to handle multiple tasks efficiently.

3. Knowledge:

• Product and Service Knowledge: Ability to quickly learn and retain detailed information about the company’s products and services.
• Customer Service Best Practices: Understanding of customer service principles and practices.

4. Attributes:

• Customer-Centric: A strong focus on customer satisfaction, ensuring that every interaction leaves the customer feeling heard, valued, and appreciated.
• Adaptable: Flexibility to adapt to different customer needs and handle a variety of inquiries.
• Team Player: Ability to work well within a team and contribute to a positive team environment.
• Positive Attitude: A positive and enthusiastic attitude towards helping customers and representing the brand.

5. Education:

• High School Diploma: A high school diploma or equivalent is required.
• Additional Education: Further education in communications, business, or a related field is a plus but not mandatory.

6. Technical Proficiency:

• Computer Skills: Proficiency in using computers, including familiarity with Gladly CRM systems, Shopify  and other customer service software.
• Typing Skills: Good typing speed at least 35 wpm with a typing accuracy rate of 95% or higher for handling chat and email interactions.

7. Availability:

• Flexibility: Willingness to work flexible hours, including evenings, weekends, and holidays, especially during peak seasons (October to February).
• Dependability: Reliable and punctual, with a strong work ethic.

8. Cultural Fit:

• Brand Alignment: Enthusiasm for the brand and a desire to represent it positively in all customer interactions.
• Engagement: Genuine interest in being part of the team and contributing to the company’s success.

***JOB FIT (Required)***:

•  Must be available to work days, evenings, weekends, and holidays – as needed – to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice – as requested – by the management team.
• Must have a history of good attendance.

Equipment:

• 8gb RAM and Core i3 above or equivalent processor (required)
• Stable internet connection – 35 +mbps
• Hardware and power – with backups in case of outages
• Time-tracking tool is required to be installed

NOTE: The training period is 8 hours a day throughout the training duration