Customer Success Agent

FYXER People; Cape Town; Hybrid; ZAR 240,000 - 300,000; Full time

Job summary

A leading company seeks Customer Support professionals for an exciting opportunity to assist in a new product launch. The role involves providing high-quality customer service, data entry, and administrative support. Strong communication and tech-savviness are essential, alongside the ability to adapt and thrive in a fast-paced environment.

Benefits

Contractor opportunity

Diverse and inclusive work environment

Qualifications

• Fluent in English required.
• Available at short notice.
• Enjoys working to deadlines.

Responsibilities

• Responding to customer queries via email, live chat, and phone.
• Escalating serious complaints that require higher authority.
• Ensuring tasks and service levels are maintained.

Skills

Customer support experience

Attention to detail

Excellent interpersonal skills

Excellent communication skills

Solution-driven

Tech savvy

Tools

Microsoft Office

G Suite

Job description

Who We Are

FYXER LTD is an all-encompassing business and executive assistant support service. It was set up by brothers Richard and Archie Hollingsworth in 2015 to offer executives and businesses a holistic service rather than a single employee and support staff, flexible and remote working.

FYXER enables business leaders to focus on what matters most. In a hybrid working world, our unique combination of great people and agile technology helps some of the fastest-growing companies reach their full potential and change the world of tomorrow.

However, FYXER is more than just a service provider. Beyond this, we become a client's critical business partner, coach to its executives (and management teams), and champion for its mission.

Why choose us

We believe that you should be able to live your life, without sacrificing your career.

• We are location-independent and lifestyle-inclusive (parenting, snowboarding, side hustles)
• We have casual agreements which allow for remote working arrangements
• We have a wide range of clients which means you can get exposure to multiple industries, stakeholders, tech, processes and ways of working
• We're exceptionally fast-paced and ever-changing. If you love the hustle, you'll fit right in
• We put our clients first but we're also part of the FYXER community - a unique and special global group that wants to live a life out of the ordinary
  
  

Requirements

The Opportunity

We are currently working with one of our Clients as they launch a new product in Germany which they would like our support with. This falls within the scope of their Customer Care Strategic Review, and can be considered the first phase of activity. This opportunity will involve providing high-quality customer care support on assignment, depending on the client's needs.

To be successful you must be able to pick up ad hoc work, recognise your own limits and be confident in asking for help. You will need to be a strong communicator who embraces the use of technology and automation to enable a consistent streamlined approach to deliver the FYXER service.

Main project scope

• Customer service
• Data entry
• Customer Success
• Administration
• Business support
• Using AI
  
  

Task variety (as per allocated assignments and these tasks may vary)

• Promptly responding to customer queries via email, live chat, phone and other media channels
• Escalating serious complaints or issues that you are not equipped to deal with
• Finding the best solutions to a customer's issues
• Identifying common problems and escalating them to the client, along with solutions
• Obtaining and sharing customer feedback with clients so that products and services can be improved
• Helpdesk and project support work
• Ensuring the completion of tasks and that agreed service levels are maintained
• Managing and delivering reporting required for clients
• Knowledge base management and updating
• Ensuring the security and integrity of information, customer and knowledge databases
• Administrative and CRM duties as required
• Accurately and efficiently inputting and updating data into databases and systems
• Social media support across all platforms. This includes creating and scheduling engaging content, implementing social media campaigns, and analysing and reporting on the performance of social media efforts
• Conducting market research surveys over the phone and online
  
  

Expectations

• You ensure our client needs/requirements always come first
• You follow FYXER's ‘Client Etiquette' procedure
• You take ownership and are accountable for the work you deliver
• You are a team player
• You're customer-focused and always deliver exceptional service
• You're technologically savvy as you'll be using ours, and our client's systems
• You can adapt your approach, and think creatively when a client needs a problem-solving fast
• You are proactive, take initiative and you thrive in a fast-paced environment
• You demonstrate excellent attention to detail and deliver high-quality work within the required timeframes
• You are open to feedback and continuous self-improvement
• You know how to anticipate challenges and you look to improve inefficiencies
• You are caring and empathetic towards others
• You are organised and proactive
• You keep excellent time management
• You execute tasks autonomously
• Your communication skills are clear, well-presented and thoughtful, both verbal and written
• You have a professional approach and ability to handle sensitive information confidentially
• You work effectively under pressure and to strict deadlines, prioritising with a flexible approach
  
  

Skills/Experience

• Fluent in English
• Customer support experience, including areas such as data entry, admin/business support and other elements relating to customer success
• Proficiency with Microsoft Office and G Suite
• Tech savvy with demonstrable experience in a variety of systems
• Excellent interpersonal skills
• Excellent communication skills
• Attention to detail
• Solution-driven
• Available at short notice
• Enjoys working to deadlines
  
  

Time Zone Requirements

• Flexibility to work remotely in a similar time zone to the UK (GMT +/- 2 hours)
  
  

Working Hour Requirements

• We're looking for individuals who have immediate availability
• Hours will vary from project to project
• Willing to work occasional weekend shifts
• You must be available to start immediately
• Training will be provided at £10 per hour and you have to be able to commit to 40 hours per week for the first 2 weeks. (UK hours)
  
  

Benefits

What we offer

• £12 per hour / training at £10 per hour
• Contractor opportunity
  
  

Diversity & Inclusion

FYXER recognises the benefits of a diverse workforce and strives to be an inclusive organisation. We are committed to treating everyone with dignity and respect regardless of race, culture, gender, disability, age, sexual orientation, religion or belief and we promote diversity of thought. We would appreciate your help to enable us to measure the diversity within our recruitment process. Completing this form is voluntary and the information provided will remain anonymous. Please submit your information here.