Job Description
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 Experience Specialist role is extremely important for improving the eCabs customer’s journey and overall satisfaction.
What you’ll do:
- Handle complaints, call escalations and other complex customer queries.
- Support the Manager with managing the contact centre workload in real-time, including supporting less experienced employees with queries.
- Escalate areas of concern that arise while they are on shift duty.
- Provide excellent support to top companies / customers as required.
- Promote teamwork and enthusiasm.
- Provide the necessary training for new contact centre representatives.
- Promote quality excellence and customer satisfaction.
- Communicate effectively while managing shifts.
- Answer incoming calls, resolving queries at the first point of contact whenever possible.
- Respond to customer emails, live chat, and social media messages.
- Attend to face-to-face customer queries at eCabs head office.
- Support company accounts with their bookings and queries.
- Build and develop strong customer relations and accurately and efficiently place customer bookings through the CRM.
- Upsell were possible, by identifying opportunities to provide product information to customers.
- Identify and escalate issues to the manager and contribute to the ongoing development and improvement of 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.
- Follow up with customer queries when necessary.
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.
