One of South Africa’s leading companies in the Media and Entertainment space is on the lookout for a Live Chat Supervisor who will champion their platform and deliver First Class service!

Roles and responsibilities

* Resolve Customer queries on Clients Live Chat platform

* Meet and exceed set quality standards of Live Chat Customer engagement

* Proactively and creatively engage customers

* Act as brand ambassador of Client, its products and services for customers

* Build and maintain strong relationship with stakeholders

* Proactively flag any positive/ negative mass customer sentiments that are experienced over Live Chat to the Clients Digital Media teams – Customer Care, Product and Marketing

* Encourage customers to use Clients self-service and Live Chat platforms over traditional customer support touch points

Education & Experience:

* Experience working with Live Chat tools and techniques required

* Digital native

* TV and Movie junkie with deep knowledge of and interest in Live Chat functions, including a curiosity about latest industry trends, technology and changes

Knowledge:

The candidate possessing the following will be preferred:

* understanding of the Clients products and services

* In-depth knowledge and experience of Live Chat platforms and corresponding customer expectations

* Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationships

* Good understanding of Customer Care, Public Relations and Digital Marketing

Functional Competencies:

* Written communication

* Fast Typist

* Ability to manage multiple sessions

* Analytical Skills

* Identification of potential crisis situations

* Problem Solving Skills

* Creative/Innovative Thinking

Behavioural Competencies:

* Effective Communication

* Collaborative

* Sense of humour

* Empathy

* Interpersonal Skills

* Teamwork

* Time Management

Are you interested in this dynamic and challenging position? If so, apply now!