Customer Service Agent (English-speaking)

Digital Customer Care Company; South Africa; Remote; ZAR 74,000 - 83,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Training & development

Annual bonus

Job summary

Digital Customer Care Company in Amsterdam, The Netherlands, is seeking an English-speaking Customer Service Agent for a fully remote role. You will handle live chat, email, phone and WhatsApp, assisting visitors and resolving questions with accuracy.

After training, you’ll manage multiple chats simultaneously, support clients across automotive, fashion, IT and ecommerce sectors, and contribute to a high-quality customer experience from a flexible schedule.

Qualifications

• Proficient in delivering high-quality customer support across channels.
• Able to manage up to 3 chat conversations simultaneously.
• Strong written and spoken English communication.

Responsibilities

• Handle English-speaking customers through chat, phone, email and WhatsApp.
• Resolve questions, process refunds and returns in ecommerce systems.
• Collaborate with team leaders and support multiple clients with varying needs.

Skills

Customer service

Multitasking

Excellent communication

Fluent English

Job description

Remote job.Looking for a varied remote agent role within an innovative global business? Then we’re looking for you! Digital Customer Care Company in Amsterdam, The Netherlands, is looking for people with a high level of English for the position of Customer Service Agent.

Our story (the short version)

Since our creation in 2014, we’ve grown from a small attic business to become a global contact center company. We have contact agents based in over 10 countries and handle 15,000+ customer interactions per month. Operating in a growing industry, excellent quality is a key ingredient in making us the first choice for outsourcing multilingual customer service. That’s where you come in.

What do we do?

For our clients, we proactively greet all their website visitors and ask them if we can help them find the right information. Using live chat, you support visitors in searching and finding information, and you help them choose and make decisions. We also use the phone and email and other types of messaging such as WhatsApp to answer questions from our clients’ customers. Our clients are in the automotive and fashion industry, IT companies, industrial companies, e-commerce, travel agencies, and educational institutions. By outsourcing customer service to us, our clients can focus on their core activities.

Why the Agent is so important

Our Agents are the front line of our core product, ensuring the continued success and growth of the business. We are looking for an Agent who delivers excellent customer service via different communication channels. The candidate can communicate with all prospects in a professional manner and build a relationship. This role is critical to leading the way in creating a passionate customer experience. Ideally, our Agents are strong at fast thinking and multitasking, and they are highly responsible individuals who take pride in their work and share our great passion for exceptional customer service. Our support team plays a vital role in our organization’s success as our Agents are constantly in touch with our beloved customers.

About the work

In this varied and versatile position, you’re responsible for answering various customer questions about products and services. After extensive training, you will have plenty of knowledge of the various products and services that our clients offer. You conduct up to 3 chat conversations at the same time, answer incoming phone calls, emails, and WhatsApp messages, and you also consult various systems to answer customer questions as accurately and as quickly as possible, and to enter their contact details in our systems.

Flexibility

You work online when visitors visit the websites of our clients. This can be during the day, but also in the evenings and on weekends. Our working hours are from Monday to Sunday, from 7 am to midnight Amsterdam time. You work at least 40 hours a week. Flexibility and working online (especially at home) are the real benefits of this position. You must be able to work during office hours for the first weeks because of the paid training and the induction period. This is a long‑term job, so you must be available for at least 12 months. This job is ideal for recent graduates and starters, but is also ideal for intelligent students, mothers with a commercial inclination, communicative home dads, and enthusiastic people over 50!

Your duties and responsibilities

• Be responsible for the care of our English-speaking customers, resolving issues, answering questions, and listening to their feedback.
• Work under the direction of a team leader to deliver results in customer service.
• Serve small and large companies based on complexity and service level.
• Deliver excellent customer service through different means of communication.
• On a daily basis you will work with: Communicating with a range of customers – answering questions and generating leads.
• E-mailing leads and escalations to clients, and processing refunds and returns in their ecommerce systems.

Here is our offer

• The chance to be part of a fast-growing, digital-first, remote-only company with a friendly feel
• Work from anywhere in the world
• Contribution to your electricity, internet, and telephone expenses
• Your own computer with two large screens (delivered to your home)
• The opportunity to develop your skills and experience
• Great team and company events
• You will receive extensive training and further support on the job by experienced Agents and Team Leaders.
• We also offer ample opportunities to work on your own development and growth.
• We like to invest in talent that wants to perform and develop further (for example, to a team leader, customer success manager, or marketeer)!
• The opportunity to gain a lot of knowledge and experience at a wide variety of companies.
• Good earnings of R54-60 gross per hour worked, depending on your work experience.
• Annual bonus based on company performance
• An international work environment with a whole lot of fun thrown in!

Diversity, Inclusion & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Digital Customer Care Company. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

Are you enthusiastic, and do you see it as a challenge to strengthen our team?