Job Description

PLEASE NOTE BEFORE APPLYING

This position is based in Cape Town - South Africa ; Temporary contract offered 3 - 6 months (no freelance contract or expatriation) ; Minimum 2 years of experience in a similar position especially in customer service ; Fluent in written and spoken English mandatory ; Fluent in French could be an advantage ;

WHO ARE WE ?

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process their Schengen visa applications.


We currently operate in 10 countries, and welcome more than 250,000 visa applicants each year.


As part of our development, we are looking to strengthen our Call center Department and are looking for an experienced

English-speaking Customer Support Agent ,

who is dedicated and customer-focused individuals to join our team.

DESCRIPTION OF THE POSITION

As a Customer support agent , you will be the primary point of contact between Capago and the applicants, ensuring that every interaction is handled with the utmost professionalism and efficiency.

The main focus of the Customer Support agent , should be on delivering exceptional customer service and satisfaction.

RESPONSIBILITIES

The main responsibilities of the Customer Support Agent are as follows:

Handling mainly inbound contacts, addressing inquiries and guiding applicants through the visa application process ; Promptly respond to inquiries from both standard and platinum customers via chats, emails, and phone calls, providing tailored recommendations and accurate information. Identify upselling opportunities to promote additional services, enhancing the customer journey and driving business growth. Manage customer accounts, updating information as necessary to facilitate a seamless application process. Address and resolve inquiries related to visa requirements, eligibility and application status. Guide applicants through the visa application process, explaining required documents, fees and processing times.

REQUIRED SKILLS

The skills required for this position are:

Meticulous attention to detail and be accurate in your work ; Ability to adapt to changing visa requirements and procedures ; Proficient computer skills and the ability to work with document management systems and databases ; Able to work effectively in a fast-paced environment ; Great at dealing with challenging customer interactions with professionalism.

DIPLOMAS AND EXPERIENCE

Matric in customer service related field ; Tertiary qualifications is an added advantage ; Previous customer service experience or in a call centre position.

PERSONAL SKILLS

Active listening and strong communication skills, Problem solving abilities Commitment to customer service Engagement in team work

EMPLOYMENT LOCATION

This position is to fulfil in/at:

*

Cape Town ( South Africa )