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Join Jem as our Customer Support Coordinator!We are a forward-thinking startup on a mission to build the ultimate HR system for deskless workforces. If you are a skilled and ambitious individual who thrives on challenges, apply below to be part of our exceptional development team and contribute to building this extraordinary product.💡 About The Role The role will work directly with our customers and you will work with the operations and product teams to make sure they have a seamless and exceptional experience with Jem. You will learn the ins and outs of startup life and work alongside a talented and ambitious team to scale the company to millions of users. If you excel in your role, you will have the opportunity to develop your career in our operations, marketing, or product teams. 🤝 Jem’s Commitment To You Skillset development: What we’re doing has never been done before. As a team, we’ll work to solve hard problems and take ownership for what needs to be delivered. This will give you unprecedented learning opportunities. Growth opportunities: As our team expands, so does the potential for advancement. We believe in recognising and rewarding talent by quickly adding responsibilities as individuals develop in their roles. Dynamic environment: As we grow we understand more about our customers, and need to constantly iterate in response. Strategies shift, and goal posts move. It’s a challenge our team lives for. Hybrid Work Culture: Collaboration and relationships are also important to us and we support flexibility to ensure that our people work where they are most productive. For both these reasons, we operate a hybrid model and we mandate a minimum of two days per week in our Cape Town or Joburg office. Competitive Compensation: We offer a competitive salary, benefits package, and annual leave of 22 days. 🎨 Roles and Responsibilities Customer Service: Responding to customer inquiries, questions, and concerns through various channels (phone, email & chat). Providing accurate and helpful information about products or services. Service hours are Monday - Friday 8:00 - 17:00. Communication: Communicating clearly and professionally with customers to ensure they understand the information and solutions provided. Following up with customers to ensure their issues have been resolved to their satisfaction. Time Management: Prioritizing and managing a queue of customer inquiries efficiently. Meeting or exceeding response time and resolution time targets. User Research: Collaborate with the product team on interviews and surveys. Process Improvement: Enhance Efficiency and update procedural guides. Other Responsibilities: Handle payments, reconcile invoices, and collect testimonials. 🔍 RequirementsRequired Experience: A bachelor's degree from an accredited institution Strong academic record A demonstrated ability to improve processes Fluent in English + 1 other South African language An affinity for working with data and some experience using sheets and/or excel Experience Freshchat & Euphoria systems Advantageous Experience: A postgraduate degree from an accredited institution Experience in a customer-facing role Experience working with digital products Experience supervising people Experience in a startup environment Experience with WhatsApp for Business Experience working with a ticketing system Experience with recons and invoicing A reliable internet connection (Fibre 10 MB, uncapped) and a conducive work from home set-up To find out more about what we’re doing and what it’s like to work with us take some time to read through our careers page.If you're up for an exhilarating and rewarding role in a vibrant, fast-paced environment, apply below. 🚀
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