Welcome to Rentoza! We're a South African company that's changing the game in e-commerce. Our subscription service for digital goods and appliances is making access, affordability, and flexibility a reality for our customers.
The Role: We are looking for a Senior Customer Support Agent to join our dynamic team and help deliver a world-class digital customer experience for our rapidly growing subscriber base. This role is for an ambitious and highly motivated individual seeking the rare opportunity to help scale a high-growth technology company across multiple verticals.
The Senior Customer Support Agent is responsible for analyzing and planning overall customer service excellence, developing and reviewing process review, and implementing customer service process review initiatives. He/She is also responsible for measuring results and managing change management communications.
Systematic and analytical, he/she is required to identify areas for improvement and perform customer quality analysis. He/She is also expected to coordinate closely with internal and external stakeholders to implement new processes.
Key Role & Responsibilities: Handle escalated customer inquiries and complaints via email, phone, and chatProvide expert-level troubleshooting and problem resolution for complex issuesEnsure customer inquiries are resolved in a timely and professional mannerManage and resolve inbound customer Fulfillment queries via ZendeskEnsure collaboration across multiple departments to serve the support needs of the businessIdentify and report recurring customer issues and suggest improvementsContribute to the development and optimization of support processes and workflowsParticipate in the creation and maintenance of support documentation and FAQsMonitor and evaluate the performance of junior support agentsProvide constructive feedback and coaching to enhance team performanceAssist in training and onboarding new customer support agentsMentor and provide guidance to junior team membersLead by example in customer interactions and problem-solvingEffectively communicate and exercise sound judgment when engaging with customersProvide efficient and urgent support to customersIdentify trends within support interactions and escalateProvide continuous feedback to optimize customer processes and platformsMeet and exceed performance expectations and department KPIsProvide fast, positive, and complete support to customers via various channelsContact and engage with customers via Omni Channels.Required Qualifications and Skills: 3+ years Customer support/services experienceBachelor's Degree or relevant certifications and experienceFluent English - Written and OralCompetencies: Desire to work in a fast-paced environmentExcellent telephonic and communication skills (speaking and writing)Highly motivated and energetic, along with a 'self-starter' attitudeAbility to multitask, prioritize, and meet deadlines in a timely mannerMust be organized and detail-orientedDemonstrate empathy and initiative when engaging with customersStrong problem-solving skills with impeccable attention to detail.Proficiency in Google Workspace, Slack, ZenDesk, AtlassianBasic understanding of CRM systems, sales, and marketing is advantageous.Benefits: Join a growing and innovative team at the forefront of the subscription economyCollaborative and flexible work environmentOpportunity for career growth and developmentCompetitive salary and benefits packageFree lunch vouchersMonthly social eventsMedical aidPaid annual leaveStaff discounts on subscriptionsEmployee Health and Wellness AssistanceLearning and DevelopmentMentorship programsCommunity initiativesOffices: JohannesburgCape TownDurbanIf you're passionate about technology and want to work in a fast-paced environment where you can make a real difference, Rentoza is the place for you. Join our team and be part of something truly exciting!
Rentoza is an equal opportunity employer whose aim is to promote and achieve equal representation in all levels of all occupational categories. Preference will be given to candidates whose appointment will assist the Company in achieving its Employment Equity targets in terms of the Company Employment Equity Plan. By responding to this advertisement, you consent to Rentoza lawfully processing your personal information in accordance with the Protection of Personal Information Act 4 of 2013 for recruitment purposes.
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