Vacancy: Customer Service Agent

Customer Service Agent

Customer Service Department

Would you like to make a difference to the lives of thousands of children and parents?

A caring, servant-style attitude comes from the heart.

At Learning Lab Apps we obsess about our customers and do everything we can to help them achieve the educational goals they set for their children. Parents trust our edtech apps to deliver a stellar educational experience, every time. Our customers love communicating with us about their children and our apps, and getting their questions answered by our team of experienced customer service agents. Maybe you’ve got what it takes to join this team?

We’re looking to add a new Customer Service Agent to the Learning Lab Apps Customer Service team. You’ll be in proactive and reactive contact with our customers every day. You’ll be using our internal support tools to help customers with pre-purchase questions, technical support, account updates, and you’ll even be a shoulder to cry on from time to time. Remember that one time you made your parents cry when you came home with a bad school report?

Your primary responsibility will be making our customers feel like VIPs by helping them make great use of our educational apps (with a smile!).

Is this job for me?

You’ll need to have ALL these qualities and qualifications in order to be considered for this position:

  • 1 – 2 years experience in a service orientated position (an exception will be made if you are exceptionally strong in all other requirements listed below).
  • Grade 12 certificate.
  • Minimum C symbol for English Home Language OR minimum B symbol for English Additional Language.
  • Very strong comprehension, written and verbal communication skills (impeccable spelling and grammar – this is a non-negotiable).
  • Very strong teamwork skills with the ability to work on your own when required.
  • Very friendly and outgoing personality – you can’t be shy in Customer Service.
  • You’re known for being helpful, patient, and awesome – particularly when it comes to explaining things in a way that anyone can understand.
  • Computer literate with good knowledge of how to use the internet and social media.
  • Ability to work from our Monte Vista, Cape Town office Monday to Friday, with the potential flexibility to work remotely in the future.
  • A clear ability to motivate why you are destined to become our next Customer Service super star.

Responsibilities

This is what you’ll be doing as our Customer Success Agent:

  • Respond to inbound customer queries via email and telephone.
  • Own the overall relationship with customers that are assigned to you, which include: ensuring successful use of our products, resolving problems that customers are facing, and delivering complete customer happiness and satisfaction.
  • Work with customers to help them achieve the educational goals they set for their children in our products.
  • Work to identify and list common problems experienced by customers using our products.
  • Advocate customer needs and issues with our product development team.
  • Work to identify and develop upsell opportunities.
  • Take on additional tasks and responsibilities as assigned to you by our Customer Service Manager.

Position Details

Level: Junior Position

Remuneration: R156,000 p.a. total cost to company (R12,000 salary per month + maximum R12,000 annual performance bonus)

Perks: 7 hour work day, 20 days annual paid leave, internet connectivity allowance, free Netflix, continuing education opportunities, and hardly any traffic to the office (depending where you’re coming from)

Location: Learning Lab Apps Development Office in Monte Vista, Cape Town (possibility to work remotely in the future)

Employment type: Permanent Full Time

Start date: 1 August 2018

Department: Customer Service

Reports to: Customer Service Manager

Learning Lab Apps supports workplace diversity and does not discriminate on the basis of race, colour, religion, gender, national origin, age, sexual orientation, marital status, physical or mental disability, or any other protected class.

How to Apply

Our application process works like this:

  1. Read the entire job description above to ensure that you are the right fit for this position.
  2. Complete the online application here.
  3. If you are shortlisted, you will be asked to complete a basic English language test (written communication, verbal communication, listening skills).
  4. If you pass our language test, you will be invited to a formal interview as well as take part in practical communication tests so that we can determine your suitability for this position.