Job Description

APPLY TO OUR CUSTOMER SERVICE REPRESENTATIVE ROLE AT MANGO5!INTRODUCTION:Are you passionate about pets and committed to providing exceptional service? Mango5 is leading the way in revolutionizing the veterinary industry, and we're looking for dedicated individuals to join our team as Member Experience Representatives!KEY RESPONSIBILITIES:

• Manage inbound calls and communicate with members via various platforms.
• Document or triage calls to appropriate teams promptly.
• Support members insurance needs and other inquiries.
• Deliver exceptional customer service for a seamless member experience.
• Gain proficiency in services and products for efficient appointment management.
• Uphold standard operating procedures for service quality.
• Take ownership of tasks and execute them with autonomy and precision.
• Collaborate with the team for collective success and continuous learning.
• Monitor personal performance metrics, including call statistics and task completion, aiming for excellence.
• Contribute to a positive work culture by embodying our core values and participating actively in team development.

PERFORMANCE METRICS:

• Achieve weekly call metric targets and task completions.
• Adherence to SOPs and performance standards.
• Impeccable attendance and punctuality.
• Strive for positive feedback from members and peers.
• Active participation in teamwork.

QUALIFICATIONS AND REQUIREMENTS:

• 1 to 2 years of Customer Service in Contact Centre experience (USA/UK)
• Clear criminal and credit record
• Matric or NQF Level 4 certification
• Ability to actively multitask in a fast-paced environment.
• Maintain confidentiality and handle sensitive information securely.
• Proficiency in communication platforms and practice management software.
• Passionate about delivering excellent customer experiences, preferably in hospitality-focused roles such as retail, fitness, airline, healthcare, restaurant, or veterinary services. (Highly Advantageous)

WORKING HOURS:

• 45 hours per week.
• Shift flexibility.

SHIFT ROTATION:

• Monday to Tuesday: 14:00 to 02:00 - 13:00 to 01:00 (Daylight saving) Rotational.
• Wednesday to Friday: 14:00 to 00:00 - 13:00 to 23:00 (Daylight saving) Rotational.
• Saturday to Sunday: 15:00 to 23:00 - 14:00 to 22:00 (Daylight saving) Rotational.

REMUNERATION PACKAGE:

• Basic salary: R9500.00
• Shift allowance: R500.00
• Commission (up to): R3000.00

EMPLOYEE BENEFITS:After 3 months of employment, Mango5 offers the following benefits to support your well-being and professional development:

• Medical Insurance: Take care of your health with our medical insurance coverage.
• Learnify: Access our learning platform to expand your skills and knowledge.
• YouAssist: Receive assistance and support through our employee assistance program.

WHY JOIN US?Join Mango5 where we prioritize integrity, compassion, and excellence in all aspects. Grow both personally and professionally in our environment, where you can excel in your role and contribute to redefining pet healthcare.This role offers the opportunity to be part of a supportive team and commitment to continuous learning, Mango5 is the perfect place to advance your career.Due to high response volumes, if you DO MATCH our criteria but do not hear back from us within 2 weeks, we will keep your CV in our talent pool for future intakes.

Mango5