Dynamic International Call Centre Agents – Incident Management at Mango5

Career (plugist)

3 weeks ago

International Call Centre Agents -Incident Management

Join Mango5 as an International Call Centre Agents focusing on incident management for USA clients. Competitive pay, benefits, and growth opportunities. Apply today

Dynamic International Call Centre Agents – Incident Management at Mango5

Job Details:

Position: International Call Centre Agents – Incident Management
Industry: Call Centre
Location: Airport Industria
Job Type: Permanent
Positions Available: 1
Posted: 09 August 2024

Position Overview:
Are you a results-driven professional with a passion for customer service as Call Centre Agents? Mango5 is seeking an Incident Management Representative to provide exceptional support for our USA client. Your role will be crucial in managing customer inquiries, incident service requests, and ensuring timely responses to critical and non-critical issues.

Key Responsibilities:

Customer Interaction & Support:

Respond to inbound emails, chats, and calls for company-wide inquiries.
Engage with customers via phone, email, chat, and social media.
Handle customer inquiries, incidents, and requests for assistance.
Provide technical support for website navigation and mobile applications.
Resolve and de-escalate customer issues efficiently.

Database & CRM Maintenance:

Maintain accurate databases and update CRM systems.
Organize data for effective incident management.

Collaboration & Escalation:

Collaborate with cross-functional teams and dispatch service requests.
Escalate interactions when necessary and provide feedback on call issues.

Performance Review & Monitoring:

Meet daily, weekly, and monthly KPI benchmarks.
Monitor personal KPIs and prepare performance tracking updates.

Requirements:

1-2 years of experience in a call center or strong customer service background.
Experience in handling dissatisfied clients and high-volume customer environments.
Ability to multitask, manage time effectively, and work independently.
Proven sales and upselling skills.
Adaptability to a fast-paced environment.
Strong communication and negotiation skills.
Proficiency in Zendesk, HubSpot, SiteLink, and Google Workspace is advantageous.
Matric and a clear criminal record.

Working Hours:

Rotational shifts covering US hours: Mon-Sun 14:00 – 23:00 & 21:00 – 06:00 / 13:00 – 22:00 & 20:00 – 05:00 (depending on Daylight Savings).
Transport provided after 19:00.
Work on South African holidays.

Remuneration Package:

Basic Salary: R9 650.00
Shift Allowance: R500.00
Commission: R2 000
Anniversary Bonus: Equivalent to one month’s salary

Benefits:

Medical Insurance
LMS
YouAssist

How to Apply:
If you have the required skills and are ready for this exciting opportunity, submit your CV today. Mango5 is an equal-opportunity employer. If you match our criteria but do not hear back within two weeks, we will keep your CV in our talent pool for future intakes. Apply now to join our dynamic team!