Customer Excellence Support Agent

Role Purpose
The Customer Care Agent will be responsible for providing timely, professional and customer-focused support through phone, email, chat and other approved customer service channels. The role will ensure customer queries and issues are resolved efficiently while maintaining a high standard of service and customer satisfaction.
Key Responsibilities
Respond to customer enquiries through phone, email, chat and other support channels.
Provide accurate information on products, services, accounts, transactions and processes.
Troubleshoot customer issues and provide appropriate solutions.
Escalate complex or unresolved issues to the Care Team Leader or relevant department.
Follow up on outstanding customer issues until resolution.
Maintain accurate records of all customer interactions and cases.
Follow approved customer service scripts, procedures and escalation processes.
Identify recurring customer issues and share feedback with the Care Team Leader.
Support customers during onboarding and product adoption.
Maintain confidentiality and protect customer information.
Meet agreed customer service KPIs, including response time, resolution time, quality and customer satisfaction.
Support additional customer service activities during the launch period as required.
Working Hours
The role will be operated on a shift that is based on a schedule, which may include:
Day shifts
Evening shifts
Weekend shifts
Public holidays where required
Schedules will be prepared in advance by the Customer Care Team Leader to ensure adequate customer coverage.
Key Requirements
Diploma or degree in Customer Service, Business Administration, Communications or a related field is an advantage.
Previous experience in customer service, call centre, fintech, ecommerce, technology or a similar environment.
Excellent verbal and written communication skills.
Strong problem-solving and listening skills.
Customer-focused and patient
Comfortable working with digital systems and customer support platforms.
Ability to work under pressure and manage multiple customer requests.
Willingness to work shifts, including evenings and weekends.
High level of professionalism, reliability and attention to detail.
Key Performance Indicators
Customer response and resolution times.
Customer satisfaction.
First-contact resolution.
Quality of customer interactions.
Accuracy of customer records.
Attendance and shift adherence.
Number of unresolved/escalated cases.
Compliance with customer service procedures.
Application Process
Interested and qualified candidates should apply by emailing their detailed CV, cover Letter
(maximum 1 page) explaining their suitability for the role and Contact details for two professional referees to
.Shortlisting will be on rolling basis. Deadline for applying is October
DISCLAIMER:
The above statements are intended to describe the general nature and level of the work being performed by the Customer Excellence Support Agent. The statements are not intended to be an exhaustive list of all possible duties, tasks, and responsibilities. M anagement reserves the right to amend and change responsibilities to meet organizational needs as necessary. Please note that Yaay365 Ltd, will never request any form of payment from an applicant. Applicants are encouraged to confirm the information listed below prior to releasing any extensive personal information to the organization.