Customer Support Associate (Full Time)

Who you are:

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.

What you’ll do:

• Answer incoming calls, resolving queries at first point of contact whenever possible.

• Respond to customer emails and social media messages.

• Attend to face-to-face customer queries at eCabs head office.

• Support internal departments with bookings and queries.

• Build and develop strong customer relations, and accurately and efficiently place customer bookings through eCabs CRM.

• Upsell where possible, by identifying opportunities to provide product information to customers.

• Identify and escalate issues to Team Leaders, contributing to the ongoing development and improvement of the eCabs customer experience.

• Take initiative and notify management of any trends or issues in customer queries.

• Contribute towards the successful achievement of customer service KPIs, as well as own individual productivity and customer service targets.