Customer Service Representatives

  • Customer Service
  • Johannesburg
  • 11/15/2023
  • Wage Agreement
  • Full Time
  • Urgent

Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 18,000 organisations in a wide range of sectors – including financial, health and education, travel and accommodation, and public services – by sourcing deploying and supporting locally the very best cloud solutions.

Babble’s growth over the last few years is one of the big success stories in its industry. This is demonstrated by the private equity investment of Graphite Capital in November 2020 - which was supported by reinvestment from LDC and management - to accelerate the buy and build strategy for the business. Annual revenue has rapidly grown to £40m – over 90% of which is recurring. It has over 25,000 cloud-based users, 34,000 mobile connections and 4,000 CCaaS supported agents.

Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.

The Purpose of your role

To handle inbound calls to Babble, ensuring calls are answered promptly, customers are greeted warmly, cases are logged and where possible resolved on first contact. Escalate support cased as and when required. Prepare and send selected orders for goods & services for customer approval.

Key Responsibilities

· Answer inbound calls related to Support and Sales.

· Raise cases where necessary in the CRM.

· First contact resolution on first line issues.

· Raise opportunities (orders) for customer approval.

What good looks like for this role

  • Confident telephone manner.
  • An excellent communicator, with an ability to build rapport with customers.
  • Good written and verbal communication skills.
  • Being comfortable working in a fast-paced environment where the customer always comes first.
  • Be adaptable to change and flexible in your approach.
  • Have a positive attitude and willingness to learn.
  • Resilience and tenacity.
  • Computer literate – word, excel, outlook and Teams and experience of working in a CRM system, capable of learning new software if required.

Requirements for the role [experience]

· Experience in a call centre environment is a plus but not essential.

· Strong administrative skills and attention to detail.

· Good organisational skills and multi-tasking skills.

· Experience in handling, or ability to handle, stressful situations resulting from high volume of phone calls and frustrated customers.

What you need to know

  • You will require a reliable home working space, with power backup if required, a PC/Laptop and sufficient internet connection for video calls.
  • Training on our products and internal processes will be provided.

What you also need to know

· Schedule Monday – Friday (Full-time).

· Work remotely (own equipment necessary)

· Competitive salary

The recruitment journey

We want to fill this role quickly but we want to get the right person for the role. The recruitment process will consist of a screening call with our recruitment partner. If you proceed past this then you will have a video interview with a Customer Success Manager.

Job Type: Full-time