CUSTOMER SUPPORT AGENT - CAPETOWNSA

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions responsible for financing and managing visa application centers to process their Schengen visa applications.

We currently operate in 10 countries and welcome more than 250000 visa applicants each year.

As part of our development we are looking to strengthen our Call center Department and are looking for an experienced Englishspeaking Customer Support Agent who is dedicated and customerfocused individuals to join our team.

DESCRIPTION OF THE POSITION

The main focus of the Customer Support agent should be on delivering exceptional customer service and satisfaction.

The main responsibilities of the Customer Support Agentare as follows:

The main responsibilities of the Customer Support Agent are as follows:

Handling mainly inbound contacts addressing inquiries and guiding applicants through the visa application process ;

Promptly respond to inquiries from both standard and platinum customers via chats emails and phone calls providing tailored recommendations and accurate information.

Identify upselling opportunities to promote additional services enhancing the customer journey and driving business growth.

Manage customer accounts updating information as necessary to facilitate a seamless application process.

Address and resolve inquiries related to visa requirements eligibility and application status.

Guide applicants through the visa application process explaining required documents fees and processing times.

REQUIRED SKILLS

The skills required for this position are:

• Meticulous attention to detail and be accurate in your work ;
• Ability to adapt to changing visa requirements and procedures ;
• Proficient computer skills and the ability to work with document management systems and databases ;
• Able to work effectively in a fastpaced environment ;
• Great at dealing with challenging customer interactions with professionalism.

DIPLOMAS AND EXPERIENCE

• Matric in customer service related field ;
• Tertiary qualifications is an added advantage ;
• Previous customer service experience or in a call centre position.
  

PERSONAL SKILLS

• Active listening and strong communication skills
• Problem solving abilities
• Commitment to customer service
• Engagement in team work

This position is to be fulfilled in/at:

Cape Town ( South Africa )