Mission Statement for the Role

To support the Customer Service team to serve customers reaching out to us through our omni-channel customer experience avenues.

Overall Responsibility

Receive, document and resolve inbound requests from customers, through all our inbound communication channels- voice, WhatsApp, Facebook, twitter and chat on a daily basis.

Role Responsibilities

• Respond to customer inquiries via phone, social media, WhatsApp, email and live chat
• Engage customers with empathy, patience, and professionalism in every interaction
• Resolve customer issues quickly and clearly while adhering to service-level expectations
• Work cohesively within and across shifts/departments to resolve inquiries efficiently
• Represent the brand positively by addressing customer feedback and advocating for their needs
• Use a unified troubleshooting strategy to deliver consistent, measurable support outcomes

Academic Qualifications required:

Certificate, Diploma, or Bachelor’s degree in a relevant field.

Key competencies required for the role:  

• Demonstrate clear and empathetic communication in both written and verbal interactions.
• Able to solve problems effectively with strong attention to detail.
• Manage time and tasks efficiently while collaborating across teams.
• Maintain composure under pressure and keeps interactions positive and remain calm even when the customer is upset
• Digital literacy with practical skills in computer use and social media competency
•  Knowing when and how to ask for help internally and with other departments to resolve a customer’s inquiry.
• Strong learning and growth mindset.