UCOOK is a tech start-up and dinner-kit delivery service, dedicated to finding convenient solutions, based in Cape Town. Our network of top SA chefs create 9 new recipes for our customers to choose from each week, and we deliver the fresh, locally sourced and ethical ingredients to their door. With nationwide delivery, we’ve been in business for just over 5 years now.
We are seeking a passionate, empathic and friendly customer service representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.
ROLES AND RESPONSIBILITIES:
Field incoming phone calls and respond promptly to customer queries via phone call and email;
Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents;
Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction;
Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information;
Maintain a positive, empathic and professional attitude towards customers at all times;
Build sustainable relationships and trust with customer accounts through open and interactive communication;
Follow communication procedures, guidelines, and policies;
Meet personal/customer service team sales targets and call handling quotas;
Collect and record customer feedback and information, and share that with appropriate departments and team members;
Attend all required customer service-related meetings; and
Go the extra mile to engage customers.
1+ years of experience in customer service role or a customer service-related role
Fluency in English (verbal and written) and have excellent written and verbal communication skills
Strong phone contact handling skills and active listening skills
Basic computer skills and excellent phone disposition
Familiarity with CRM ( Zendesk – Zoho desk ) systems and practices is advantageous
Ability to multitask, prioritize, and manage time effectively
Ability to thrive in a fast-paced and sometimes high-pressure environment
Friendly, patient, compassionate, and have a positive attitude
Customer orientation, ability to adapt and to foster and maintain relationships
Willingness to work independently and as part of a team
OUR CULTURE AND TEAM
We’re close-knit and encouraging
We are self-motivated and have an ethos of seeing projects through to completion
We innovate as we grow
We welcome teamwork and participation
We’ve created a relaxed but professional working environment
We’re respectful of all people and cultures
We believe in keeping our team happy so that work produced is of the highest quality
The opportunity to play a key role in the growth and management of one of South Africa’s most exciting startups, with opportunities for career growth and direct support from founding members and team leaders.
Flexible hours & monthly work from home days.
The opportunity to rapidly grow within the company.
Direct access to senior management.
50% off UCOOK Meal kits per week and more to come.
Direct participation in dish testing (lunches).
Having your meals featured on the UCOOK menu.
Regular team outings and team building activities.
Incredible learning experience.
Please apply with your CV (max 3 pages) and a cover letter (1 page)
Opening date of application: 20/02/2020
Closing date of Application: 05/03/2020
Please note: Only shortlisted candidates will be contacted and advance to the next stage of the selection process.