Description

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.

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.
•  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).