Quality Assessor: Customer Service
Cape Town, Western Cape
3d ago

Position at Zando

Zando was founded by Rocket Internet AG in 2012 and since then has grown exponentially to become South Africa’s biggest online fashion store.

Zando is part of the Jumia Group, Africa’s leading digital player with more than 10 different market leading verticals in more than 20 countries.

Our passion for customer experience, knowledge in eCommerce as well as our drive to innovate are the basis for our success that we share with investors such as MTN, Milicom, Goldman Sachs and Orange.

As a QA within our Customer Service Department you will be responsible for ensuring optimal levels of customer service to ensure we provide the best possible customer experience for everyone.

Responsibilities :

  • Conducting quality assessments on all customer communication channels (call, email, webchat and social-media).
  • Providing coaching and constructive feedback on an ongoing basis to Customer Loyalty Advisors.
  • Identifying and communicating training needs.
  • Conducting root cause analysis and consistently investigating and reviewing processes.
  • Effectively managing complaints and escalations within the allocated SLA.
  • Ensuring Customer Loyalty Advisors are following the Customer Service policies and procedures correctly.
  • Essential skills, behavior and knowledge :

  • You are passionate about improving processes and ensuring an excellent customer experience amongst all customers.
  • Excellent communication skills.
  • Working in a team motivates you and what you do, you do with passion.
  • Intermediate level in MS Office package with a specific focus on Excel.
  • Able to perform under pressure.
  • Live the Zando values :
  • Delivers customer satisfaction;
  • Leads completely;
  • Embraces and drives change;
  • Goes the extra mile;
  • Is adventurous, open-minded and creative;
  • Creates fun and a positive team spirit.
  • Education and Experience :

  • Matric
  • A minimum of 2 years in a Quality Assessor role within a call center environment.
  • Experience in working with a support ticketing system such as Zendesk essential.
  • Experience in identifying development / process gaps and feeding back to employees.
  • A valid Green South African ID required.
  • This position is in line with our company employment equity plan.
  • Please note only shortlisted candidates will be contacted.
  • Apply
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