Customer Support Agent - Cape Town, South Africa - Karri

Description

Karri has taken South Africa and beyond by storm, becoming one of SA's most loved apps.

The aim of Karri has always remained congruous:
To make our schools a safer place, allowing more room for positive impact in the classroom and beyond.

Karri exists to facilitate convenient and trusted community transactions through innovative and awesome tech. The Karri mobile app allows parents to easily pay their school for their child's events and other expenses. No more searching for loose change or making cumbersome EFTs.

Karri also helps school and teachers by streamlining the cash collection process within the school, eliminating time-consuming and costly collection methods and improving safety and security for everyone involved.

The role

Key Responsibilities

• Maintain a flexible skill set to support all areas of customer service
• Deliver a seamless and personalized service that exceeds customer expectations
• Collaborate across the business to ensure our customers are our top priority and that the question of the customer is answered
• Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner
• Flag key issues and opportunities for improvement as raised by our customers
• Assist in fraud prevention and detection
• Compliance with financial recons and the various verification procedures
• Ensuring operational risk / loss is mitigated and negative client impact and experience is kept to a minimum
• Learn about the company's products / services and remain up to date with the relevant changes
• Achieve targets and objectives set, by meeting your given KPI's

Key Requirements

• Minimum of 18 months working within an inbound / outbound contact center environment
• Credit / Criminal clear ( Non negotiable )
• Matric / Grade 12 certificate
• Strong phone contact skills and active listening
• Excellent verbal / written communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• Meet client service level agreements and performance KPIs
• High attention to detail / accuracy and sound interpersonal skills
• Flexible and the ability to adapt to change in a fast paced environment
• Self motivated and proactive
• Familiar with CRM systems and practices
• Ability to resolve conflict situations amicably
• Ateam player who can also work independently and shares knowledge / expertise with staff and customers
• Fluent in spoken and written English. ( Afrikaans, Xhosa or Zulu would be advantageous )
• Must have own reliable transport ( Non negotiable )

Typical working hours - 7am-4pm / 8am-5pm / 9am-6pm. Selected Saturdays and Public holidays.