Senior Customer Support Agent for Rentoza | Onsite Jhb (R12000 p/m)

Welcome to Rentoza! We’re a South African company that’s changing the game in e-commerce. Our subscription service for digital goods and appliances is making access, affordability, and flexibility a reality for our customers.

The Role:

We are looking for a Senior Customer Support Agent to join our dynamic team and help deliver a world class digital customer experience for our rapidly growing subscriber base. This role is for an ambitious and highly motivated individual seeking the rare opportunity to help scale a high growth technology company, across multiple verticals.

The Senior Customer Support Agent is responsible for analyzing and planning overall customer service excellence, developing and reviewing process review and implementing customer service process review initiatives. He/She is also responsible for measuring results and managing change management communications.

Systematic and analytical, he/she is required to identify areas for improvement and perform customer quality analysis. He/She is also expected to coordinate closely with internal and external stakeholders to implement new processes.

Key Role & Responsibilities:

• Handle escalated customer inquiries and complaints via email, phone, and chat
• Provide expert-level troubleshooting and problem resolution for complex issues
• Ensure customer inquiries are resolved in a timely and professional manner
• Manage and resolve inbound customer Fulfillment queries via Zendesk across multiple
• Ensure collaboration across multiple departments to serve the support needs of the business
• Responsible for the Alternative campaign
• Identify and report recurring customer issues and suggest improvements
• Contribute to the development and optimization of support processes and workflows
• Participate in the creation and maintenance of support documentation and FAQs
• Monitor and evaluate the performance of junior support agents
• Provide constructive feedback and coaching to enhance team performance
• Assist in training and onboarding new customer support agents
• Mentor and provide guidance to junior team members
• Lead by example in customer interactions and problem-solving
• Effectively communicate and exercise sound judgment when engaging with customers
• Ticket resolution efficiently and effectively
• Provide efficient and urgent support to customers 
• Identify trends within support interactions and escalate 
• Provide continuous feedback to optimise customer processes and platforms
• Meet and exceed performance expectations and department KPIs 
• Real-time queries attended to as a priority 
• Provide fast, positive and complete support to customers via various channels 
• Contact and engage with customers via Omni Channels.

Required Qualifications and Skills:

• 3+ years Customer support/services experience
• Bachelor’s Degree or relevant certifications and experience
• Fluent English – Written and Oral

Competencies:

• Desire to work in a fast-paced environment
• Excellent telephonic and communication skills (speaking and writing)
• Highly motivated and energetic, along with a ‘self-starter’ attitude
• Ability to multitask, prioritize, and meet deadlines in a timely manner
• Must be organized and detail-oriented
• Demonstrate empathy and initiative when engaging with customers
• Strong problem solving skills with impeccable attention to detail.
• Proficiency in Google Workspace, Slack, ZenDesk, Atlassian
• Strong proficiency in Google G-suite.
• Basic understanding of CRM systems, sales and marketing is advantageous.

Benefits:

Why Rentoza?

• Join a growing and innovative team at the forefront of the subscription economy
• Collaborative and flexible work environment
• Opportunity for career growth and development
• Competitive salary and benefits package
• Free lunch vouchers
• Monthly social events
• Medical aid
• Paid annual leave
• Staff discounts on subscriptions
• Employee Health and Wellness Assistance
• Learning and Development
• Mentorship programs
• Community initiatives

Offices:

• Johannesburg
• Cape Town
• Durban

If you’re passionate about technology and want to work in a fast-paced environment where you can make a real difference, Rentoza is the place for you. Join our team and be part of something truly exciting!