Overview
Customer Success Agent Jobs in Cape Town, South Africa at OneDayOnly.co.za
Job title:
Customer Success Agent
Job Location: Western Cape, Cape Town
Deadline: April 24, 2025
About you
You’re a customer service pro who turns problems into solutions and queries into “wow” moments. Quick on your feet, you juggle tasks effortlessly, adapt to new tools in a flash, and always nail the details.
You’re a sharp communicator, a team player, and a problem-solver who thrives in the fast-paced eCommerce world. With a knack for keeping customers happy and things running smoothly, you’re ready to step up and make an impact. Let’s do this!
Responsibilities:
Identify the customer query/issue; gather and populate the relevant information on all related platforms/programs to assist the customer and/or neighboring team members or departments in the best possible response time.
Commit to the customer, commit to the sale: familiarize yourself with current and previous deals, product info, and deal pricing to assist customer queries and product-related questions.
Perform small troubleshooting exercises by understanding the deal and product blurb/information to assist the customer effectively and avoid a longer resolution time.
Liaise with the relevant Buying Team members to obtain required product/deal information, populating all relevant platforms/documentation/sheets required when escalating a customer’s query to neighboring team members and/or department.
Deliver exceptional Customer Service, resulting in the best course of action for the customer; obtained within the best possible resolution time.
Avoid poor response time outside of our SLA, a lack of communication/feedback – not addressing a customer’s query/question adequately; implementing stalling techniques (lip service).
Identify query and product-related trends and escalate/raise them to the relevant departments.
Adequate use of time management relating to all job-specific requirements.
Reliability and willingness to assist according to the business needs.
Requirements/skills:
Matric
Existing customer service experience is advantageous
Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
Ability to multitask, organize, and prioritize work.
Service orientation at the highest level.
Excellent use of grammar with exceptional verbal and written communication skills.
Excellent computer literacy with the ability to quickly learn new software.
Experience with a customer service ticketing system (Zen Desk, Freshdesk).
Excellent listening skills and ability to understand the customer and business needs.
Creative problem analysis and problem-solving techniques, with a high tolerance to stress and a fast-paced working environment.
A keen eye for attention to detail and accuracy throughout all working platforms.
Able to absorb and apply updates to processes and procedures via SOPs/Training Material, internal communication, and open floor meetings.
Highly adaptable, shows initiative, customer-focused, driven, outgoing, and a team player.
A hardworking, fast-paced; all-round performer.
Record details of inquiries, comments, and complaints, where necessary and acknowledge necessary departmental information sharing; record details of actions taken, where necessary.
Maintain applied KPI levels.
Identify surrounding workload and the need to go over and above when necessary.
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Title: Customer Success Agent
Company: OneDayOnly.co.za
Location: Cape Town, South Africa
Category: Customer Service/HelpDesk (Customer Service Rep, HelpDesk/Support, Bilingual, Customer Success Mgr./ CSM)
