eCabs

Customer Support Associate

  • Basis:  Full/Part-Time
  • Closing Date:  07 Mar, 2024
  • Job Ref:  KMP-88601

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 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 the 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.

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.

Life at eCabs
We foster a culture that allows you the freedom to grow personally and professionally.