Customer Support Associate (Full Time)

Who you are:

You’re a great communicator who is professional, empathetic, responsible and who exudes a positive attitude! As a front-line-employee, the Customer Support Associate role is extremely important for improving the eCabs customer’s journey and overall satisfaction.

What you’ll do:

• Answer incoming calls, resolving queries at first point of contact whenever possible.

• Respond to customer emails and social media messages.

• Attend to face-to-face customer queries at eCabs head office.

• Support internal departments with bookings and queries.

• Build and develop strong customer relations, and accurately and efficiently place customer bookings through eCabs CRM.

• Upsell where possible, by identifying opportunities to provide product information to customers.

• Identify and escalate issues to Team Leaders, contributing to the ongoing development and improvement of the eCabs customer experience.

• Take initiative and notify management of any trends or issues in customer queries.

• Contribute towards the successful achievement of customer service KPIs, as well as own individual productivity and customer service targets.

Requirements

What you’ll bring:

• Strong interpersonal skills, with the ability to handle situations which require understanding, responsiveness and maturity.

• Excellent phone etiquette.Great organisational skills. The ability to prioritise multiple tasks effectively and in a flexible manner in order to accommodate last-minute requests.

• Willingness to align personal performance with the Contact Centre’s objectives.

• Strong written and verbal communication skills.

• Excellent computer skills (experience with Word, Excel and Outlook).

• Methodical approach with the ability to work under pressure.

• Very importantly – a ‘can do’ attitude.