Mission Statement for the Role

To support the Customer Service team to serve customers reaching out to us through our omni-channel customer experience avenues.

Overall Responsibility

Receive, document and resolve inbound requests from customers, through all our inbound communication channels- voice, WhatsApp, Facebook, twitter and chat on a daily basis.

Role Responsibilities

Respond to customer inquiries via phone, social media, WhatsApp, email and live chat

Engage customers with empathy, patience, and professionalism in every interaction 

Resolve customer issues quickly and clearly while adhering to service-level expectations

Work cohesively within and across shifts/departments to resolve inquiries efficiently

Represent the brand positively by addressing customer feedback and advocating for their needs

Use a unified troubleshooting strategy to deliver consistent, measurable support outcomes

Academic Qualifications required:

Certificate, Diploma, or Bachelor's degree in a relevant field.

Key competencies required for the role:  

Demonstrate clear and empathetic communication in both written and verbal interactions.

Able to solve problems effectively with strong attention to detail.

Manage time and tasks efficiently while collaborating across teams.

Maintain composure under pressure and keeps interactions positive and remain calm even when the customer is upset

Digital literacy with practical skills in computer use and social media competency

 Knowing when and how to ask for help internally and with other departments to resolve a customer's inquiry.

Strong learning and growth mindset.