Like many popular marketplaces, were asset light i.e., we dont own any vehicles or employ any drivers. We work with our transport partners and use technology to disrupt the entire delivery and moving process and to optimise the most efficient journeys.
Sustainability is a core part of AnyVans mission and reducing environmental impact has always been at the heart of our business. Were proud to say weve achieved carbon-neutral status on all our transport moves, and we wont stop here.
Weve continuously celebrated exciting growth and key milestones, a key highlight being a 125mn investment from Vitruvian partners to reinforce our position as the UK market leader. Were expecting the next 5 years to be even more exciting.
Our platform might be driven by technology, but we know its our people that make AnyVan a great place to work. We think big, we think differently, and we empower our colleagues to make a difference. We know good ideas can come from anyone in any role so if youre a self-starter looking to move your career forward Team AnyVan would love to hear from you.
Our Customer Service team is a busy and fast paced department who handle a high volumes of phone calls and solve a wide range of queries from our Customers and Transport Partners based in the UK and Europe. As a key point of contact for customers and the face of AnyVan our Customer Services team need to embody our culture and values; have bags of enthusiasm, a genuine passion for people and outstanding customer services, be resilient, inquisitive and able to approach problems from multiple angles.
What you'll be doing:
- Make sure call waiting times are kept to a minimum, maximum call volumes are answered and team objectives are delivered
- Manage inbound calls and engage with our customers through a range of channels to resolve queries with a focus on retaining and promoting positive customer relationships
- Actively listen to our customers to correctly assess, manage and resolve queries aiming for successful first call resolution on every call
- Escalate any complex/high risk issues quickly and appropriately and keep all parties fully informed until theyre resolved
- Keep all customer communication records and data updated and accurate in the right systems
- Previously held a Customer Services position (ideally within an Escalations, Complaints, QA or Subject Matter Expert team) preferably in a fast paced contact centre environment
- Possesses a friendly (and confident) telephone manner and able to have engaging conversations with customers everyday
- Practice active listening, remain calm under pressure and display empathy to have high quality conversation with customers and transport providers and guide them through solutions to achieve the best results for the business
- Care about doing a great job and delivering unparalleled levels of service and for customers
- Comfortable working to and achieving targets/KPIs
- Able to learn and adapt quickly, juggle multiple tasks and prioritise workload
- Have outstanding English communication (verbal and written) skills and numerical skills (to use maths efficiently to solve some customer queries)
- Proficient with a range of IT packages (G-suite) and services
- All our contact centre roles are fully based on site so it's essential you can easily commute to Floor 20, The Towers, Hertzog Boulevard, Cape Town, 8001 for work
- We align to UK operating hours and as an international business work to UK time zones, all roles operate on a shift pattern basis around the following in South African Standard Times.
- Apr - Sep, Monday - Friday 9.00am - 10.00pm Saturday - Sunday 10.00am - 7.00pm
- Oct - Mar, Monday -Friday 10.00am - 11.00pm Saturday - Sunday 10.00am -8.00pm
- R12, 000 TCTC per month with scope for progression
- Performance related pay opportunities
- Medical Aid contribution
- 5% contribution towards pension fund
- 20 days holiday a year
- In-house barista
- Friday drinks and regular social activities
- The chance to work for a fast-growing disruptive technology business
Operational roles in our Contact Centre in Cape Town are fully office based.
Diversity and Inclusion
At AnyVan were focused on equality. We believe that diverse teams are the best teams and foster an inclusive environment where we celebrate our differences and where our people can be their authentic selves. We believe this encourages collaboration and supports opportunities for our people and teams to deliver their best work. We encourage and welcome applications from anyone that shares this passion.
