Customer Support Agent

CAPAGO International; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading outsourcing services provider is seeking an experienced Customer Support Agent in Cape Town. This role involves providing tailored customer support, guiding applicants through the visa application process, and managing inquiries efficiently. The ideal candidate must be fluent in English and possess strong communication skills, with prior experience in customer service or a call center. The position requires meticulous attention to detail and a commitment to customer satisfaction.

Qualifications

• Fluent in written and spoken English mandatory.
• Previous customer service experience or in a call centre position.
• Great at dealing with challenging customer interactions.

Responsibilities

• Handle inbound contacts and guide applicants through the visa application process.
• Respond to inquiries from customers via chats, emails, and phone calls.
• Manage customer accounts and update information as needed.
• Identify upselling opportunities to enhance the customer journey.
• Resolve inquiries related to visa requirements and application status.

Skills

Customer service

Problem solving

Communication skills

Attention to detail

Adaptability

Education

Matric in customer service related field

Tertiary qualifications

Tools

Document management systems

Job description

PLEASE NOTE BEFORE APPLYING

• This position is based in Cape Town - South Africa.
• Temporary contract offered 3 - 6 months (no freelance contract or expatriation).
• Minimum 2 years of experience in a similar position especially in customer service.
• Fluent in written and spoken English mandatory.
• Fluent in French could be an advantage.

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process their Schengen visa applications.

We currently operate in 10 countries, and welcome more than 250,000 visa applicants each year.

As part of our development, we are looking to strengthen our Call center Department and are looking for an experienced English-speaking Customer Support Agent who is dedicated and customer-focused.

DESCRIPTION OF THE POSITION

As a Customer Support Agent, you will be the primary point of contact between Capago and the applicants, ensuring that every interaction is handled with the utmost professionalism and efficiency. The main focus of the Customer Support Agent is on delivering exceptional customer service and satisfaction.

RESPONSIBILITIES

The main responsibilities of the Customer Support Agent are as follows:

• Handling inbound contacts, addressing inquiries and guiding applicants through the visa application process.
• Promptly respond to inquiries from standard and platinum customers via chats, emails, and phone calls, providing tailored recommendations and accurate information.
• Identify upselling opportunities to promote additional services, enhancing the customer journey and driving business growth.
• Manage customer accounts, updating information as necessary to facilitate a seamless application process.
• Address and resolve inquiries related to visa requirements, eligibility and application status.
• Guide applicants through the visa application process, explaining required documents, fees and processing times.

REQUIRED SKILLS

• Meticulous attention to detail and accuracy in work.
• Ability to adapt to changing visa requirements and procedures.
• Proficient computer skills and ability to work with document management systems and databases.
• Ability to work effectively in a fast-paced environment.
• Great at dealing with challenging customer interactions with professionalism.

DIPLOMAS AND EXPERIENCE

• Matric in customer service related field.
• Tertiary qualifications is an added advantage.
• Previous customer service experience or in a call centre position.

PERSONAL SKILLS

• Active listening and strong communication skills.
• Problem solving abilities.
• Commitment to customer service.
• Engagement in teamwork.

EMPLOYMENT LOCATION

• Cape Town (South Africa).