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Job Opportunity Available

Position: Online Customer Support Agent and Researcher

Resolver was recently launched in South Africa and we are looking for someone to manage our customer support requests, to research and gather company complaint information and to monitor and update aspects of the platform. We provide an online tool to help consumers effectively raise complaints and provide businesses with an efficient way to resolve issues. We are a small start-up but work closely with Resolver in the UK, where the platform was originally launched. This individual would take over the customer support function, which is currently being managed by the UK, as well as perform the responsibilities listed below.

The candidate should be very comfortable with engaging, approaching and contacting people, be able to manage their time effectively and timeously respond to user’s issues. Attention to detail is also important to make sure processes are correctly implemented, email communication with users is professional, useful and clear and that the data is structured and administered correctly.

This position will require the chosen candidate to work on their own as well as together with the team. We are outcome focused and therefore have a flexible culture monitored by deliverables and performance. The candidate will receive training from the UK team.

Responsibilities include:
  • Managing, addressing and responding to incoming customer support requests from users of the Resolver site
  • Communicating to users via email as we don't offer over-the-phone customer service
  • Researching company complaints contact details and information (contacting directly by phone, on the web or by organising meetings with the relevant people)
  • Contacting and building relationships with companies from a information gathering perspective
  • Structuring the complaint type categories and issues for different services
  • Monitoring the submission of complaints
  • Uploading and updating information on the system
  • Reporting on relevant customer support and user metrics
Skills Required:
  • Excellent communication skills (written and verbal) 
  • Excellent social and people skills
  • Follow through 
  • Attention to detail
  • Respectful
  • Patient
  • Empathic
  • Show initiative
  • Be able to apply themselves to deal with and manage various customer issues
  • Have an outgoing personality and like to engage with people

Qualifications:
Diploma in Customer Management or BA in English or Marketing or Communications or equivalent qualification

If you would like to apply, please contact Michelle on michelle@resolversa.co.za

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