Advanced Call Center Technologies is seeking Customer Service Representatives to join our team for a chat, email, and voice program. ACT supports a positive promote-from-within culture and provides fantastic paid training to help move you to the next level in your career. We succeed together! In this role you will be the voice of the company, through positive interactions, you can make a difference. We are looking for individuals who want to join a world class team providing the highest level of service through knowledge and empathy, leaving a positive impact on our customers.
We offer:
● Opportunities to advance within
● Flexible schedules
● Tremendous bonus opportunities
● Fantastic Supervisors and a Positive environment
● Affordable benefits for you, your spouse, and/or children
● Paid time off and paid holidays
● And so much more!
Join a team where your work matters. We treat each interaction as an opportunity to strengthen loyalty to the clients we serve across the world. You will be part of a winning team!
This high-performance position is the foundation of success for our clients. Members of this team
are strong communicators with personalities that shine through the different channels of
communication every day.
Key Responsibilities:
● Provide best in class stakeholder experience to couriers, customers, and restaurants.
● Working on live chat, actions or other channels to assist couriers with any active order
issues they may face and ensure that all information is provided to couriers in a timely
manner while live on an order.
● Ensuring that our couriers have all the information needed to have a seamless experience on our network, including Live and non-live inquiries.
● Resolving escalated courier inquiries (call/email/chat) that have high complexity, legal,
compliance, and business risk. Directing to appropriate in market teams to ensure that
each market's local requirements and teams have visibility/ are involved in resolution.
● Facilitate communication between all parties involved in each delivery, such as
customer live-team, and restaurant live-team.
● A thorough understanding of the global legal restrictions / requirements that exist
when communicating with couriers, ensuring all local legislation for how to
communicate with an independent contractor is being followed at all times to mitigate any legal risk to the business.
● Apply technology and tools to continuously optimize the stakeholder experience
● Using internal tools and resources to ensure that all couriers are having the best
possible experience
● Ensuring couriers are contacted and supported via multi-channel approach (chat, email, voice calls) to Courier Support.
● Responsible for meeting and exceeding personal performance KPIs to ensure that we are
delivering on a best-in-class stakeholder experience
● Responsible for staying engaged, up to date, and in constant communication with the team.
● Completing training modules/material, staying up to date with all new process
changes, communications, training etc.
● Responsiveness and communication in required tool/email is key to be successful. This is the tool that we use live to connect and ensure that operations are running smoothly.
● Communicating with team leaders/managers for any issues or concerns - leveraging
systems and email consistently.
● Attending meetings i.e 1on1s, huddles, all hands - leveraging google meets to stay
connected with your team lead, peers and other members of the leadership team.
Minimum Qualifications:[1]
● Prior customer service, sales, call center experience
● Excellent/advanced written and verbal English capabilities
● High level of technical knowledge and computer literacy
● Education level of grade 12 or 3 CXC certifications
● Have a great attitude and are proven self-starters
● Keep hustling and can work through rejection
● Thrive in a rapidly changing environment
Job Type: Full-time
Pay: R7 000,00 per month
Ability to commute/relocate:
- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (Required)
Language:
