Customer Service Contact Centre Bae (Agent) Hospitality experience advantageous

Boomerang BPO; Cape Town; On-site; ZAR 20 000 - 40 000; Full time

Job summary

An established industry player is seeking a dynamic Customer Support Agent to join their team in Cape Town. In this role, you will be the first point of contact for customers, providing exceptional service and resolving issues across various channels. You will become an expert in campaign-specific services, ensuring customer satisfaction through effective communication and problem-solving. This is a fantastic opportunity to grow your skills in a supportive environment while making a significant impact on customer experience. If you are passionate about delivering high-quality service and thrive in a fast-paced setting, this role is perfect for you.

Qualifications

• Matric or equivalent is required.
• Experience with live web chat, email, and voice communication is essential.

Responsibilities

• Respond to inquiries via email, live chat, social media, and phone.
• Act as a brand ambassador, resolving problems while charming customers.

Skills

Customer Service

Communication Skills

Problem-Solving

Empathy

Time Management

Education

Matric or equivalent

Tools

ZenDesk

G Suite

Slack

Job description

Job Description

The Customer Support Agent is on the front lines for our UK-based market, solving customer problems across various contact channels while providing excellent service. They ensure quick resolution of issues for our drivers and space owners.

What You Will Be Responsible For

Provide World-Class Service

• Respond to driver and space owner inquiries via email, live chat, social media, phone, and voicemail.
• Keep accurate records of customer interactions using systems like ZenDesk, G Suite, and Slack for reporting and service improvement.
• Become an expert on campaign-specific services, features, and capabilities to educate customers and encourage self-service.
• Show empathy professionally, establish rapport, and practice active and reflective listening.

Relationship Management

• Act as a brand ambassador, resolving problems while charming customers.
• Contribute to developing the support offering by sharing knowledge, proposing improvements, and delivering projects.
• Raise requirements with the Client Operations team for B2B site issues.
• Report bugs via the Service Desk with clear descriptions to aid technical resolution.
• Identify solutions aligned with customer needs and campaign goals, demonstrating commercial awareness.

Operational Requirements

• Meet productivity and quality targets to ensure excellent customer service.
• Deliver within SLAs, taking necessary actions to prevent breaches.
• Adapt quickly to challenges, finding innovative solutions and continuously improving.
• Update open tickets regularly for accurate reporting.

Team Membership

• Represent the team internally, ensuring understanding and engagement across functions.
• Identify and implement improvements to support functions.
• Stay informed about product changes and processes.
• Adhere to company policies and processes.
• Build effective relationships with peers and team leaders to enhance performance.

Requirements

What you need to do this job:

• Matric or equivalent
• Hospitality and concierge experience is advantageous
• Experience with live web chat, email, and voice communication is essential

Other Requirements

Knowledge, skills, and experience:

• Ability to prioritize and assess problem severity for triage
• Passion for delivering high customer experience
• Empathetic tone and adherence to communication guidelines across channels
• Ability to explain complex concepts clearly
• Experience sharing knowledge to improve team performance
• Confidence with new technologies and systems
• Excellent communication skills
• Track record of proposing and implementing improvements
• Quick learner with a focus on personal development
• Previous experience in high-demand customer-facing roles