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Who you are:

You're a great communicator who is professional, empathetic, responsible and who exudes a positive attitude! As a front-line-employee, the Customer Support Associate role is extremely important for improving the eCabs customer's journey and overall satisfaction.

What you'll do

Answer incoming calls, resolving queries at first point of contact whenever possible.
Respond to customer emails and social media messages.
Attend to face-to-face customer queries at eCabs head office.
Support internal departments with bookings and queries.
Build and develop strong customer relations, and accurately and efficiently place customer bookings through eCabs CRM.
Upsell where possible, by identifying opportunities to provide product information to customers.
Identify and escalate issues to Team Leaders, contributing to the ongoing development and improvement of the eCabs customer experience.
Take initiative and notify management of any trends or issues in customer queries.
Contribute towards the successful achievement of customer service KPIs, as well as own individual productivity and customer service targets.

Job requirements

What you'll bring:

Strong interpersonal skills, with the ability to handle situations which require understanding, responsiveness and maturity.
Excellent phone etiquette.Great organisational skills. The ability to prioritise multiple tasks effectively and in a flexible manner in order to accommodate last-minute requests.
Willingness to align personal performance with the Contact Centre's objectives.
Strong written and verbal communication skills.
Excellent computer skills (experience with Word, Excel and Outlook).
Methodical approach with the ability to work under pressure.
Very importantly – a 'can do' attitude.

Customer Support Associates (Full Time)

Job Description