Support Ambassador at Foundever
Introduction
Our client’s mission is to create a world where anyone can belong anywhere. They empower millions of people worldwide to use their spaces, passions, and talents to become entrepreneurs.
The Support Ambassador is responsible for providing the highest level of support to our clients hosts and guests, ensuring they have the best experience on our platform. This role requires exceptional people skills, as you will manage inquiries and resolve issues related to platform usage, policies, technical concerns, and more.
Duties & Responsibilities
- Comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives
- Mediating conflicts between hosts and guests, handling last-minute cancellations, processing refunds, and addressing various inquiries
- Escalating complexed issues to specialized teams where necessary
- Answer inbound calls as well as written communication within guidelines established by our client
- Ensure the delivery of a quality customer experience on each and every transaction.
- Responsible for dealing with all customer enquiries ensuring the highest levels of service are provided to Customers
- Complete daily tasks as allocated in an efficient and timely manner
- Maintain accuracy and security of customer information on the database
- Provide friendly and efficient service to the worldwide community
- Be a first point of contact to handle and resolve customer issues
- Identify and escalate issues appropriately
- Draft clear, accurate, and empathetic messages for customer interactions, ensuring clarity and customer satisfaction.
- Compose thoughtful and accurate messages or customize prepared responses to customer emails
- Facilitate positive resolutions between hosts and guests by addressing check-in, cancellation, refund, and other concerns, ensuring fair and satisfactory outcomes for everyone involved
- Ensure the accuracy and security of customer information in systems at all times
- Research information and troubleshoot problems using available resources
- Arbitrate in situations between users
- Monitor and control numerous concurrent tasks in tandem
- Proactively and independently work to meet targets and goals
- Takes personal responsibility to understand and comply with all the client and company security requirements and policies
- Knowledgeable and observes all regulations with regards to execution, trade and competition as well as all health and security responsibilities.
- Supply high-quality service in accordance with given processes and procedures
- Consistently utilize scripts, Knowledge Center tools and Hot News according to call center and client procedures
- Responsible for Outbound calls within guidelines established by the client and call center management.
- Ensures that all complaints are recognized, recorded, confirmed and solved effectively
- Recognize and promote additional products and services to the customers, in line with their needs and requirements and as directed by the client
Desired Experience & Qualification
- Grade 12
- Diploma/Degree in hospitality /travel and tourism – Highly Advantageous
- 12 months CSR BPO experience
- Hospitality/ Travel experience
- Must be criminal clear
- Fluent in English language – Written, Verbal and Spoken
- Good computer skills
- Must obtain C1 pass for Assessments – Non Negotiable
- Experience working in fast paced environment
Package & Remuneration
Salary: Market Related
Benefits: Medical Aid and Pension
Location: V&A Waterfront, Cape Town, 8001
Contracted Hours: 40 hours per week
Working Hours: This is a 24×7 work environment. Your shifts will be scheduled Monday – Sunday with a variety of morning, afternoon, evening and overnight shifts.
Contract Duration: Permanent
Skills and Abilities
- Excellent listening and written/oral communication skills in supported languages
- A motivated and enthusiastic personality
- Self-organized, planning and prioritization skills
- Patience, empathy, and a unique ability to manage stress
- Ability to work under pressure and adapt quickly to adverse situations
- Able to follow guidelines and instructions
- Ability to keep calm and clear-headed in critical situations
- Ability to demonstrate confidence when imparting information or dealing with troubled callers
- Attention to detail
- Strong critical thinking skills to troubleshoot technical issues and offer practical solutions for complex customer problems.
- Maintain high accuracy in all aspects of your work, from handling customer data to following internal processes
- Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
- Familiarity with ticketing systems
- An element of gravitas
- Experience with policy work, or help resource project management
- Previous, demonstrable experience with creation of online help resources
- Life experience to apply to managing situations
- Early adopter of technology
- Ability to put callers at ease
- Makes the customers feel confident that their needs are being met
- Dependable, reliable and able to perform duties with minimum supervision
- Ability to interact positively with peers and supervisors
- Ability to be pro-active and think out of the box
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