Pargo is a Cape Town based smart logistics company on a mission to build Africa s leading lastmile delivery solution through its tech enabled network of access points. Pargo allows consumers companies and couriers to send receive return and pay for parcels at Pargo points located at convenient retail stores. Currently Pargo has over 4000 pickup points servicing 87% of the postal codes in South Africa and growing constantly.
With the rise of ecommerce across the continent the demand for affordable and reliable delivery continues to increase. Having seen exponential growth in South Africa Pargo is expanding into new markets which face similar challenges.
The Role
Pargo launched operations in Egypt and is looking for a strong Customer Experience Agent to enthusiastically handle inbound and outbound queries related to Pargo s Click & Collect and Returns product. Youll be part of the Marketing team that ensures a seamless parcel delivery process for our clients. You will identify customer needs respond to customer queries and collaborate with internal departments to optimize customer service and brand awareness. Communicate closely with clients in order to achieve a high return of enduser selection of Pargo s products.
Responsibilities
We are looking for an enthusiastic and dedicated customer experience agent to support Pargo customers to ensure a positive experience. You will be tracking all points of customer engagement addressing customer queries and identifying ways to improve our customer service.
To ensure success as a customer experience specialist you should exhibit indepth knowledge of customer engagement channels and experience. A customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.
Roles and Responsibilities:
- Tracking customer experiences across online and offline channels devices and touchpoints.
- Collaborating with the product team as well as the sales marketing and operations teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives and informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to customer queries in a timely and effective manner via phone email social media and chat applications.
- Analyzing customer feedback on product ranges and new releases and preparing reports.
- Performing product tests evaluating aftersales and support services and contributing to improvements.
- Documenting processes and logging technical issues as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
Requirements
The experience and skills we believe you will require to be successful in this role:
- At least 2 years experience as a customer experience specialist or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office as well as CX and CRM software.
- Exceptional interpersonal skills and a clientcentered approach.
- Great organizational and time management abilities.
- Superb communication collaboration and problemsolving skills.
- A batchelors degree would be advantageous
The type of person we believe will be successful in this role:
- Active Listener emotionally intelligent & had great communication skills
- Adaptable and agile with open mindset
- Actionoriented and an exceptional executor
- Energized by working in a fast paced and constantly changing environment
- Excellent verbal and written communication and presentation skills plus the ability to clearly articulate and express complex and sometimes situational issues to a wide variety of people and groups at any level
- Empathetic optimistic outlook and able to see opportunities within challenges
- Enthusiastic collaborative and not afraid to take risks.
Benefits
We have a great team of hardworking colleagues who enjoy the following benefits:
- Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
- Insight into the running of a high growth innovative tech company within the growing ecommerce space
- Encouragement of own initiative
- Specific benefits for this role can be discussed with the Team Manager
Our Approach
Our vision is to create access for anybody in Africa. Our approach to achieving this is to:
- Prioritize our customers and lastly and most importantly
Someone who is aligned to our values and approach, and is a detail oriented, energetic executional machine with the following requirements: National Senior Certificate (Gr 12) or equivalent Ability to stay calm when customers are stressed or upset Comfortable using computers, and CRM software and other office tools like Google Sheets Experience working with customer support environment Our Approach Our vision is to create access for anybody in Africa. Our approach to achieving this is to: Take action Execute exceptionally Embrace change Be transparent Prioritise our customers and lastly and most importantly Dream BIG