Customer Support Representative

At Fortytwo, we are a multicultural team of professionals, and we pride ourselves on being innovative, and robust. We are a global communication technology solutions provider specialising in international mobile messaging solutions and services through its proprietary infrastructure, systems, and platforms. With a global messaging connectivity network that reaches more than five (5), billion subscribers, worldwide, Fortytwo is a leader in this dynamic messaging interoperability industry.

Our team is expanding, and we are now looking for Customer Support Representatives to handle technical customer support requests and queries, in a professional manner and to the satisfaction of the customer as well as to monitor multiple systems used by the Company.

The opportunity
We are exploring ways to grow our team and in taking ownership of this role, your areas of responsibility will be:

• Provide first-line support and first-contact resolution to customers.


• Respond efficiently to customer inquiries and maintain a high level of customer satisfaction.


• Identify the customers’ needs and assist customers with their queries. 


• Handle complaints professionally, provide solutions, and follow up to ensure resolution.


• Provide valid, precise, and complete information using the proper methods and tools.


• Actively monitor traffic, and identify, and report any issues according to the Company’s procedures. 


• Escalate technical issues using the SOPs of the Company.


• Build rapport and trust with customers through open and interactive communication.


• Work proactively to identify issues that may arise before the customer reports such issues.


• Follow communication procedures, guidelines, and Company policies.


• Any other task assigned by the management and as required from time to time.

Requirements
We are looking for an individual with IT skills, an ordinary level of education, and proven customer support experience or experience working in a customer-facing role. Additionally, the ideal candidate will be:

• Passionate about customer service where customer satisfaction and first-contact resolution immediately come to mind.


• Customer-centric team player with a ‘can-do’ attitude.


• Excellent verbal and written communication skills in English.


• Strong analytical, technical troubleshooting, and problem-solving skills.


• Able to handle difficult or sensitive situations with tact and diplomacy.


• Able to adapt, multitask and prioritise.


• Able to keep up to date with the latest technologies, products, services, and SMS industry.

The selected candidate must be required to work on a 24/7 roster including weekends and public holidays. This position is hybrid (mornings - onsite and weekends/ PH/ afternoons/ nights - remotely).

Benefits
By joining Fortytwo, you will have the opportunity to work with an ambitious team that strives to deliver with great team spirit and a multicultural environment. We believe that our employees are our greatest asset and apart from providing a competitive salary, you will also be provided with:

• Hybrid working.


• Career progression.


• Health insurance.


• Life insurance.


• Discounts on other insurance policies.


• Employee wellness allowance.


• Fresh fruit and snacks


• Complimentary lunch every week.


• An office full of natural light and outdoor areas.


• Team activities.


• Relaxed and casual dress code.

If you enjoy working with people and you want to join a team of dynamic and talented individuals, then this is the next step in your career!
Fortytwo - KMP-94414