Customer Experience Agent
Posted on :
14-04-2023
Employer Active
1 Vacancy
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Job Description
Req ID : 2028212
Pargo is a Cape Town based smart logistics company on a mission to build Africa s leading last-mile delivery solution through its tech enabled network of access points. Pargo allows consumers, companies and couriers to send, receive, return and pay for parcels at Pargo points located at convenient retail stores. Currently Pargo has over 3,000 pickup points, servicing 87% of the postal codes in South Africa and growing constantly.
With the rise of ecommerce across the continent, the demand for affordable and reliable delivery continues to increase. Having seen exponential growth in South Africa, Pargo is expanding into new markets which face similar challenges.
The Role
Pargo launched operations in Egypt and is looking for a strong Customer Experience Agent to enthusiastically handle inbound and outbound queries related to Pargo s Click & Collect and Returns product. Youll be part of the Marketing team that ensures a seamless parcel delivery process for our clients. You will identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer service and brand awareness. Communicate closely with clients in order to achieve a high return of end-user selection of Pargo s products.
Responsibilities
We are looking for an enthusiastic and dedicated customer experience agent to support Pargo customers to ensure a positive experience. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service.
To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience. A customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.
Key Responsibilities:
- Tracking customer experiences across online and offline channels, devices, and touch-points.
- Collaborating with the product team, as well as the sales, marketing, and operations teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives and informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to customer queries in a timely and effective manner, via phone, email, social media, and chat applications.
- Analyzing customer feedback on product ranges and new releases and preparing reports.
- Performing product tests, evaluating after-sales and support services and contributing to improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
Requirements
The experience and skills we believe you will require to be successful in this role:
- At least 2 years experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well as CX and CRM software.
- Exceptional interpersonal skills and a customer-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
- A bachelorsdegree would be advantageous
The type of person we believe will be successful in this role:
- Customer Centric
- Active Listener, emotionally intelligent & had great communication skills
- Technical knowledge
- Adaptable and agile with open mindset
- Action-oriented and an exceptional executor
- Energized by working in a fast paced and constantly changing environment
- Excellent verbal and written communication and presentation skills, plus the ability to clearly articulate and express complex and sometimes situational issues to a wide variety of people and groups at any level
- Empathetic, optimistic outlook and able to see opportunities within challenges
- Enthusiastic, collaborative and not afraid to take risks.
- Based in Cairo
Benefits
We have a great team of hard-working colleagues who enjoy the following benefits:
- Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
- Insight into the running of a high growth, innovative tech company within the growing ecommerce space
- Competitive remuneration
- Flexible work hours
- Encouragement of own initiative
- Space for self-growth
- Specific benefits for this role can be discussed with the Hiring Manager
Our Approach
- Our vision is to create access for anybody in Africa. Our approach to achieving this is to:
- Take action
- Execute exceptionally
- Embrace change
- Be transparent
- Prioritize our customers and lastly and most importantly
- Dream BIG
Employment Type
Full Time
Key Skills
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