Demonstrates effective, clear and professional written and oral communication, composure, and professional attitude

Has the ability to learn quickly through a variety of formats.

Bears strong prioritisation and time management skills, with a high degree of flexibility.

Has the ability to embrace change with flexibility.

Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Job summary

Job Overview:

The First Line Support Agent acts as the primary interface between our customers, providing phone, email and live chat support. The agent will be responsible for providing timely and accurate operational support to customers on the internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.

The position is 11am - 8pm. Although this is a fixed shift, we want to create flexibility that you may be required to work alternate hours if or when needed.

Our Expectations:

The ideal candidate will be high energy, and solution focused with a passion for customer service. We are seeking demonstrable logical thinking and analytical skills, with the ability to understand and empathize with customers. Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work are critical competencies for this role.

The First Line Support Agent demonstrates end to end ownership of every seller interaction and couples this with proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction. Our team members are expected to maintain a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.

Business acumen in areas of e-commerce and retail is advantageous

Experience within a customer service /contact centre environment would be an advantage.