Customer Support Associates
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.
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Answer incoming calls, resolving queries at first point of contact whenever possible.
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Respond to customer emails and social media messages.
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Attend to face-to-face customer queries at eCabs head office.
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Support internal departments with bookings and queries.
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Build and develop strong customer relations, and accurately and efficiently place customer bookings through eCabs CRM.
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Upsell where possible, by identifying opportunities to provide product information to customers.
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Identify and escalate issues to Team Leaders, contributing to the ongoing development and improvement of the eCabs customer experience.
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Take initiative and notify management of any trends or issues in customer queries.
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Contribute towards the successful achievement of customer service KPIs, as well as own individual productivity and customer service targets.
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Strong interpersonal skills, with the ability to handle situations which require understanding, responsiveness and maturity.
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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.
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Willingness to align personal performance with the Contact Centre’s objectives.
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Strong written and verbal communication skills.
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Excellent computer skills (experience with Word, Excel and Outlook).
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Methodical approach with the ability to work under pressure.
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Very importantly – a ‘can do’ attitude.
