Customer Support Agent

Position type: Full time, Permanent

Location: Woodstock, Cape Town

Working model: Hybrid

Lobster Ink, an Ecolab Company, is looking for a Customer Service Representative to join its industry leading team. If you are a passionate professional that would love to play a crucial part in Debt Collection and Communicating with our clients, we invite you to apply. You will be joining a talented team that supports Lobster Ink and Ecosure in delivering world class customer support.

Responsibilities

Support:

• Provide customer service excellence.
• Respond to queries timeously.
• Resolve queries according as per agreed KPIs (Key Performance Indicators) benchmarks.
• Provide relevant solutions to customer queries.
• Investigate, identify and resolve customer queries using available systems or by sourcing relevant information in a timely manner, to ensure resolution.
• Escalate relevant queries through the correct channels, when necessary, based on investigation.
• Provide clear, relevant, and sufficient information when escalating queries, to ensure an efficient resolution.
• Keep up to date with issues and updates affecting customers.
• Ensure team standards are met by achieving individual SLAs & quality benchmarks.

Debt Collection

• Assist the Finance team with tasks /assignments relating to invoicing.
• Assist the Finance team with the collection of outstanding invoices.
• Contact debtors telephonically or via email.
• Ensure correct and relevant information is communicated to debtors about outstanding invoices.
• Make use of available resources and systems to ensure relevance and accuracy of information communicated with debtors.
• Ensure team standards are met by achieving individual quality benchmarks.

Minimum Experience Required

• 2 - 3 years' experience, in Customer/ Client Services or Technology environment
• 1 - 2 years' experience in Debt Collection

Minimum Qualifications/Education

• Matric
• Customer Service-Related Achievement (Advantageous)

Key Skills

• Willingness to communicate with others.
• Effective questioning.
• Demonstrates active listening.
• Communicates in a positive manner.
• Demonstrated effective investigation and troubleshooting when working towards a resolution
• Good comprehension skills
• Clearly understands issues presented and able to offer exceptional service and resolutions
• Required to work from the companys office during the scheduled shift times or as otherwise communicated by the Department Manager / Operations Manager.

Our Commitment to Diversity and Inclusion

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, geneticinformation, marital status, age, or disability.