Email and Chat Support Agent  

Project Overview:

We are currently supporting the in country launch of Piip Mobile AG develops the next-generation solution of Piip, which integrates instant messaging and business promotion, providing our end users a seamless, safe and easy way to get in touch with the shops they frequently visit, receive promotions from the merchants they love, and discover new ones based on their current location (geo targeting) and their likings.

Hire Status:
This role is temp/project based on a ninety (90) day contract from October 2017 to January 2017. Successful hires will be offered competitive salary package and you will also be provided with opportunities to progress into higher levels of responsibility as the project progresses.

Open to Fresh Graduates and Interns (Paid Internship)

Available Shifts:

• 09:00 am to 02:30 pm
• 09:30 am to 03:00 pm
• 02:30 pm to 09:00 pm
• 04:00 pm to 10:00 pm

What you'll do as a Customer and Merchant Support Specialist:

• Answer chats or issues via Facebook Messenger and email from customers and merchants to provide them with accurate product support and information.
• Responsible to resolve queries of the customers through chat and email within the assigned TAT (Turn-Around-Time) using the prescribed tools and applications.
• Manage and take ownership of the resolution process for all customer related issues.
• Develop and build strong customer relationships as part of the support process.
• Follow-up on all inbound customer requests via chat and email, and offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than through live chat.
• Identify, research, and resolve customer issues using the Customer and Merchant Playbook
• Provide a high level of customer service to our customers to ensure they understand the merchant promotions and products
• Apply professional attitude and image for all internal and external customers
• Inform members (internal and external) of current promotions and new or updated products
• Maintain up to date knowledge and assimilates quickly to new promotional offers.

Why join Black and Soda?

Wear jeans to work every day? That's right - Black and Soda offer a fun and casual work environment.

Know nothing about digital and creative agency work? We offer exceptional training and ongoing developmental programs to support your career growth.

An entry-level job that can provide you the foundation you need for a promising career.

At Black and Soda, the opportunity for advancement is outstanding! We invest in our employees through training and development to help them reach their career goals and aspirations.

You'll receive on-going training to help you learn your job. We provide constant feedback to help you develop your skills.

• At least one (1) to two (2) years experience customer service experience via live chat and email
• MUST type a minimum of 40 words per minute
• Ability to do the following:
  • Work independently
  • Work in a fast-paced startup environment
  • Adapt to change
  • Meet predetermined goals
  • Continually display a positive attitude.
  • Prioritize and complete all job duty requirements
  • Adhere to schedule changes based on department and/or business hours
• Excellent attendance record in previous employment
• Amenable to working on rotating and shifting schedules, including on weekends and holidays
• Flexibility and ability to quickly adapt to change
• Exposure and work experience gained within the Call Centre, BPO and start-up tech industry.
• Effective reading and writing English communication skills
• Excellent in the following:
  • Communication, analytical, listening and organizational skills
  • Customer service skills and great enthusiasm for helping customers
  • Time management skills, attention to detail and the ability to multitask
• Must be an energetic self-starter with the ability to work both independently and within a team
• Competent in MS office and web browser environments
• Knowledgeable of social media applications, such as Facebook, LinkedIn, Twitter, etc.