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OneCart is looking for passionate Customer Support Agents to join the family. Be a part of a dynamic team that is driving innovation.
Main responsibilities of the role are to be the voice of OneCart, fielding real-time calls/emails/social media posts from our customers. You must be calm in the face of a chaos, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our customer support professionals are dedicated to supporting customers and resolving customer queries across phone, email, and chat platforms.
Duties And Responsibilities
- Ensure ongoing collaboration with order success agents to ensure effective processes are in place and in line with corporate processes and goals.
- Meet/exceed performance expectations and goals for your allocated regions.
- Consistently be attentive to real-time queries and act when needed.
- Resolve queries across various platforms efficiently and effectively
- Ensure collaboration with order success team and monitor issues that may have a direct impact on the business KPI’s and goals.
- Create an exceptional, personalized service experience for users.
- Provide positive, fast, and complete support resolutions to users via various access channels.
- High-energy and self-reliant.
- Provide support to customers with efficiency and urgency.
- Identify common trends within support interactions and escalate appropriately.
- Ability to quickly identify and resolve customer inquiries.
- Act with the customer in mind and advocate for the user community.
- Communicate effectively and exercise sound judgement when interacting with customers.
- Fraud detection/reduction (coupon abuse, incentive abuse, suspicious purchasing behaviour etc).
- Ticket resolution 1st time around/Answering directed phone calls /Responding to customer email communication
- Responding to customer social media posts/DM’s/Facebook messenger/LinkedIn messages
Requirements
- Customer service experience (1+ years).
- Higher Certificate/Grade 12
- College degree in a related field, preferred.
- Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
- Must be shift flexible including one weekend day
Competencies
- Good Phone etiquette
- High tolerance for stress, complexity, and change.
- Dependable and punctual with time management skills.
- Strong writing skills and impeccable attention to detail.
- Demonstrates empathy and the ability to take initiative for the customer.
- Strong problem-solving skills with the ability to creatively resolve difficult situations.
- Ability to quickly learn web-based user support applications.
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty.
- High-level of comfort and familiarity with smartphone applications (iPhone and Android).
