Customer Support Agent

Posted on November 30th, 2020 | Last day left to apply | 16 views

Are you excited to work for a tech company on the front lines of innovation for some of the biggest brands in the world? Do you thrive in environments where challenging the status quo is the daily norm? If you’re an A-player with energy, initiative, and focus on delivering top results, or as we refer to our colleagues at Clickatell – a Champion – then read on.

At Clickatell, we’re upending the way companies connect, engage, and transact with their customers in chat. Chat is something you do every day with your friends, but it’s also a simple technology that we’ve helped our customers to use to accomplish pretty amazing things. Clickatell helps businesses power customer support, customer engagement, and payments all through chat apps like WhatsApp and Facebook Messenger.

Our customers are some of the most admired and recognizable companies in the world and our communications technology is used to reach more than 15,000 global brands every year. Our jobs offer you a chance to grow your career and work with global teams on technology that is quite simply changing the world.

We could tell you about our great coffee, cool digs, super flexible work-life integration, and amazing benefits, but these won’t convince you to come work with us. If you want to test yourself, work on meaningful projects in a fast-paced environment, and be where every day presents new possibilities, come join one of the greatest global tech companies. We want you!

This year marks our 20th anniversary – an achievement that’s about great vision and execution, but much more. We’ve grown by combining curious minds and quick smiles with a collaborative company culture where we never quit or settle, and always strive to create solutions that will change the world. It’s a big proposition, but it’s a mission our team takes on every day in an environment that provides you with the freedom to create and innovate, while having fun at the same time. We’re a fanatically friendly group that listens and puts each other first to accomplish great things together for our customers, our communities, and Clickatell.

Purpose:

The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels. Attend to and log all telephonic, email, add chat queries on the CRM system. Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned. Assist customers with queries relating to payments, support and the like. General client relations and administrative tasks.

The role of our Champion:

  • Resolve customer technical/sales queries or escalate to appropriate departments or team member to ensure resolution
  • Achieve agreed set goals and company wide objectives
  • Meet productivity and performance targets as determined by individual contract
  • Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards
  • Accurately categorise cases for Business Intelligence reporting
  • Compile Daily Handover reports
  • Participate in product testing

Requirements

The capabilities of our Champion:

  • Live up to our values: Be the Champion! Be Curious, Be Collaborative, Be Courageous, Be Creative.
  • Excellent communication: Strong written and oral communication skills which can be adapted to a range of audiences
  • Availability to work in a 24 x 7 x 365 environment
  • Computer literate (MS Office, MS Windows, Internet and email)
  • Foresight, analysis and logic, systematic and orderly planning skills
  • Customer service orientated
  • Must work well in a team
  • Results orientated
  • Pro-active
  • Good written and verbal communication skills
  • High tolerance level/patience
  • Analytical integrity
  • Logical thinker (strong troubleshooting skills)
  • Work / perform well under pressure

Our Champion's journey thus far:

  • Matric
  • IT Diploma / Completed or studying towards an Information Systems or Computer Science degree would be an advantage
  • Knowledge of the technical aspect of operating systems and Internet
  • Minimum 1 year customer service experience
  • Industry expeirence in either technology, financial services, payments or telecommunications will be advantageous
  • Troubleshooting experience
  • Basic selling experience
  • Strong typing skills

Benefits

Why you will love being here:

  • Competitive salary paid monthly
  • Medical aid contributions
  • Quarterly performance incentives
  • Pension fund contribution
  • Group life cover
  • Undercover parking
  • Half day off on your birthday
  • 5 “personal” days leave a year, over and above your normal annual leave.
  • Staff events, daily popcorn, snacks, cool offices. All the things that make Clickatell a fantastic place to work.
Clickatell is a global leader in Chat Commerce enabling brands to connect, interact and transact with their customers where they are. Clickatell was the first company to enable a web to mobile app from any website in the world, and harnessing over a decade of insight into the complexities of business-to-consumer communications has seen the company evolve to delivering a host of transformative and advanced communications solutions. Today its suite of products includes Clickatell Touch – the personalized, immediate, and intuitive new digital front office set to transform the customer service industry and Clickatell Platform – the powerful, fully scalable communication enabler that allows you to SMS-enable any application, website or system. Founded in 2000 by Pieter de Villiers, Danie du Toit, Patrick Lawson and Casper de Villiers, Clickatell is a pioneer of the SMS messaging gateway industry and one of the largest providers in the world covering 1000+ networks in 220+ global destinations. Clickatell’s mission has always been clear: to make it easy for businesses to connect with their customers wherever they are. During its 15 years in the mobile technology industry, it has enabled billions of digital interactions for over 15,000 global brands to secure customer data, improve customer engagement, enable marketing campaigns, and ensure transactional notifications. As a trusted technology partner for companies including WhatsApp, Facebook, Visa, McKinsey & Company and IBM, Clickatell is enabling everyone from start-ups to global enterprises to literally change the world. A privately held company backed with funding by international venture capital firms like Sequoia Capital and DAG Ventures, Clickatell is headquartered in Silicon Valley, CA with presence in Canada, Nigeria, and South Africa.
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