Graduate Customer Service Specialist

About Quantanite

Quantanite is a customer experience (CX) solutions and outsourcing company that helps fast-growing companies and leading global brands to transform and grow. We do this through a collaborative and consultative approach, rethinking business processes and ensuring our clients employ the optimal mix of automation and human intelligence. We’re an ambitious team of professionals spread across four continents and looking to disrupt our industry by delivering seamless customer experiences for our clients, backed-up with exceptional results. We have big dreams, and are constantly looking for new colleagues to join us who share our values, passion and appreciation for diversity.

We require a graduate in a sciences or mathematics field to employ foresight, an eye for detail with the goal of evaluating and refining processes as we service our client in a customer services contact centre. A process analyst graduate will be required to take on the role of a customer service agent however employing an analyst takes on the role by recommending process refinement, changes and introducing new processes altogether. From time to time will be taken out of this environment into an innovation lab to develop new, advanced processes. Effective communication and customer centricity is key to this role. 

Requirements

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re
looking for the following:

Qualifications and experience:

• • Matric with First Language English  (‘C’ grade or higher)
    • Must have completed Maths Science with a ‘C’ grade in matric
    • Must have a university degree - Bcom, BSc, Maths, Technology
    • Advantageous - experience in a technical / Analytical role as part of a graduate programme, learnership or apprenticeship.

• A recently graduated student - No more than 2 years ago

• No prior work experience in a Contact Centre role is required

Other requirements

• High personal reliability.
  ● Highly developed skills in writing, reading, and speaking in English.
  ● Presentational and email writing skills.
  ● Diligence and thoroughness, an eye for detail.
  ● A demonstrably robust understanding of operational and cultural practice in all our global locations particularly Dhaka and Johannesburg.
  ● Energized, determined, high personal achievement orientation.

• Must be able to work a flexible schedule.

• Must be comfortable and experienced in using the telephone to take inbound calls.

• High degree of professionalism, a “customer first” attitude and be service-oriented, friendly

• and possess a positive attitude.

• High degree of intellectual curiosity and thirst for knowledge.

• Outstanding written and verbal skills along with strong interpersonal communication skills.

• Familiar with PC based software and installation procedures.

• Familiar with database and/or Customer Relationship Management (CRM) software.

• Ability to quickly adapt to new situations and find solutions for complex problems.

• Ability to multi-task and work in a dynamic environment

• Strong sense of urgency, follow-through and attention to detail

• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

Responsibilities

Meet Key Performance Indicators (KPI’s) such as:
o Respond to calls in 60 seconds,
o Average Handle Time (AHT),
o Ticketing Software compliance and,
o Meet other departmental standards of performance and metrics

Be a product expert.

o Keep up to date on product features, capabilities and advancements while
maintaining a high degree of product knowledge.
o Communicates customer feedback, trends and issues to the team and leadership.