Customer Success Agent

About Us

Step into the wild world of OneDayOnly – South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.

We're not fussy – if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!

About You

You’re a customer service pro who turns problems into solutions and queries into “wow” moments. Quick on your feet, you juggle tasks effortlessly, adapt to new tools in a flash, and always nail the details.

You’re a sharp communicator, a team player, and a problem-solver who thrives in the fast-paced eCommerce world. With a knack for keeping customers happy and things running smoothly, you’re ready to step up and make an impact. Let’s do this!

Responsibilities

• Identify the customer query/issue; gather and populate the relevant information on all related platforms/programs to assist the customer and or neighbouring team members or departments in the best possible response time.
• Commit to the customer, commit to the sale: familiarize yourself with current and previous deals, product info and deal pricing to assist customer queries and product-related questions.
• Perform small troubleshooting exercises by understanding the deal and product blurb/information to assist the customer effectively and avoid a longer resolution time.
• Liaise with the relevant Buying Team members to obtain required product/deal information, populating all relevant platforms/documentation/sheets required when escalating a customer's query to neighbouring team members and or department.
• Deliver exceptional Customer Service, resulting in the best course of action for the customer; obtained within the best possible resolution time.
• Avoid poor response time outside of our SLA, a lack of communication/feedback - not addressing a customer's query/question adequately; implementing stalling techniques (lip service).
• Identify query and product-related trends and escalate/raise them to the relevant departments.
• Adequate use of time management relating to all job-specific requirements.
• Reliability and willingness to assist according to the business needs.

Experience and Qualifications

• Matric
• Minimum of 2 years of customer service experience within eCommerce.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multitask, organize, and prioritize work.
• Service orientation at the highest level.
• Excellent use of grammar with exceptional verbal and written communication skills.
• Excellent computer literacy with the ability to quickly learn new software.
• Experience with a customer service ticketing system (ZenDesk, Freshdesk).
• Excellent listening skills and ability to understand the customer and business needs.
• Creative problem analysis and problem-solving techniques, with a high tolerance to stress and a fast-paced working environment.
• A keen eye for attention to detail and accuracy throughout all working platforms.
• Able to absorb and apply updates to processes and procedures via SOPs/Training Material, internal communication, and open floor meetings.
• Highly adaptable, shows initiative, customer-focused, driven, outgoing and a team player.
• A hardworking, fast-paced; all-round performer.
• Record details of inquiries, comments, and complaints, where necessary and acknowledge necessary departmental information sharing; record details of actions taken, where necessary.
• Maintain applied KPI levels.
• Identify surrounding workload and the need to go over and above when necessary.

Values

Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.

Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.

Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.

Customer Obsessed: We actively listen, care deeply, and go the extra mile to resolve issues and create great experiences.

Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.