Junior Pro Support Specialist

Junior Pro Support Specialist

Start date

About Kandua

Kandua is a tech startup looking for eager team members to support our growing business needs for 2021.
Kandua builds easy tools that empower people professionally. Tools that shorten the distance between having a skill and making a living from it. Our flagship product, Kandua.com, is South Africa’s largest online home services marketplace: A seamlessly designed platform that connects great home service providers to the people who need them, powered by pioneering technology and a passionate, talented team.
Kandua is the largest marketplace for maintenance & renovation in SA.
The responsibility of the Pro Support team is to be the first port of call for our Pros and extend to them excellent Customer Service at all times. This means troubleshooting queries with speed and efficiency and always maintaining high levels of professionalism and rapport with our Pro Community.
Job Duties and Responsibilities
  • The Junior Pro Support Specialist will form part of the Pro support team and be the first point of contact for Pro queries
  • You will be responsible for reviewing and processing Pro refunds
  • You will be responsible for manually loading credits based on Pro requests
  • You will address general Pro queries through phone calls, WA, Email, Bot and social media posts)
  • You will be responsible for reviewing and processing of Pro credit refund requests
    Key Outcomes
    • Email: All emails responded to within 24 working hours.
    • Credit refunds: % of Refunds granted not to exceed 50% of the requests made per month & all refunds actioned within 72 working hours
    • Cash refunds: Refunds to be actioned within 14 working days (Pros dropping off)
    • Bot: All queries to be addressed within 24 working hours.
    • Calls: 80% of calls answered
    • Pro NPS: 50% Pro NPS score
    • Number of days from registered to references collected-3-5days
    Key Competencies
    • Good communication and interpersonal skills capable of maintaining strong relationships.
    • Flexible, able to adapt and open to learn from feedback
    • Good multitasking skills.
    • Ability to problem solve and think on your feet.
    • Attention to detail even under pressure.
    • Time management skills with the ability to meet deadlines.
    • Good computer literacy skills (PowerPoint; Excel; MS Word; Outlook and Internet Explorer).
    • Strong attention to detail.
    • Ability to work independently.
    • Natural relationship builder with integrity, reliability, and maturity.
    • Passionate about technology and being a part of a fast-growing tech company.
    • Proficiency in basic tech suite (Microsoft office, Slack, Trello etc.
    Qualifications and Skills
    Essential Skills / Experience:
    • Minimum educational requirement: Level, Diploma
    • 1 to 2 years in a customer service or support role
    Desirable Skills / Experience
    • Working in tech or SAAS or marketplace startup
    • Working in retail or property/facilities

    Interested? Apply here →


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