Customer Support Agent

Description

Purpose

We are looking for a highflying customer support agent to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. This role provides superior customer service in all areas, including the company’s customer service needs across all support channels.

We Do The Right Things

Responsibilities of the Role

• Provide real-time support via live chat, email, and phone, resolving technical and sales queries efficiently.
• Attend to and log all telephonic, email, and chat queries on the CRM system.
• Enforce Clickatell’s rules, policies and terms of use relating to client transactions and behavior.
• Assist customers with queries relating to payments, support and general queries.
• Complete administrative tasks related to service.
• Achieve agreed set goals and company- wide objectives.
• Meet productivity and performance targets as determined by individual contract.
• Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards.
• Accurately categorise cases for Business Intelligence reporting
• Compile Daily Handover reports.
• Participate in product testing.

We Are On A Learning Journey

Requirements of the Role

• Matric and IT Diploma or studying towards or any other related qualification in the technology space

Work Experience

• Minimum 3 years customer service experience
• Industry experience in either technology, financial services, payments, or telecommunications will be advantageous
• Experience in live chat support is required

Knowledge and abilities

• Knowledge of the technical aspect of operating systems and Internet
• Strong troubleshooting skills across multiple platforms
• Basic selling experience
• Strong typing skills

Benefits

Working with a world-class, award-winning, international team with strong values and a meaningful ambition. You can expect work that will stretch you, grow you, and allow you to shape products and experiences that matter. We are building with intent, learning continuously, and creating real impact.

Other benefits include:

• Medical Aid contribution
• Pension fund contribution
• Risk benefit company contributions
• Reimbursable communications allowance for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave + ½ day off on your birthday
• Flexible working conditions (remote & in person) with access to office hubs as required *current policy
• Home office set-up with laptop, monitor and other related items.

About Clickatell

Clickatell, founded in Cape Town in 2000, was the first company to connect businesses with consumers via SMS using just four lines of code. Today, it powers AI-driven chat commerce for leading global brands across industries like banking, retail, telecoms, and healthcare. Over 25 years, Clickatell has led multiple industry firsts through its award-winning AI Chat Commerce Platform, enabling brands to connect, interact, and transact with customers seamlessly.

By applying for this position, you consent to Clickatell collecting and processing your personal information for recruitment purposes in accordance with POPIA and GDPR. Your information will be retained for 12 months. For enquiries, contact [email protected].