Customer Care role enhancing client satisfaction and relationships for a rapidly scaling FinTech startup based in Lisbon. Collaborating with various teams and managing customer interactions via chat.
About the role
- Customer Support Agent providing technical support and product advice at Clickatell. Engaging with customers via multiple channels in a vibrant, collaborative environment.
Responsibilities
- Provide real-time support via live chat, email, and phone, resolving technical and sales queries efficiently.
- Attend to and log all telephonic, email, and chat queries on the CRM system.
- Enforce Clickatell’s rules, policies and terms of use relating to client transactions and behavior.
- Assist customers with queries relating to payments, support and general queries.
- Complete administrative tasks related to service.
- Achieve agreed set goals and company- wide objectives.
- Meet productivity and performance targets as determined by individual contract.
- Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards.
- Accurately categorise cases for Business Intelligence reporting.
- Compile Daily Handover reports.
- Participate in product testing.
Requirements
- Matric and IT Diploma or studying towards or any other related qualification in the technology space.
- Minimum 3 years customer service experience.
- Industry experience in either technology, financial services, payments, or telecommunications will be advantageous.
- Experience in live chat support is required.
- Knowledge of the technical aspect of operating systems and Internet.
- Strong troubleshooting skills across multiple platforms.
- Basic selling experience.
- Strong typing skills.
Benefits
- Medical Aid contribution
- Pension fund contribution
- Risk benefit company contributions
- Reimbursable communications allowance for internet and mobile phone bills
- Half-day off on your birthday
- 5 personal days leave a year, over and above your annual leave
- Remote working and access to office hubs as required.
- Home office set-up with laptop, monitor and other related items.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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