**Who you are:** You’re a **great communicator** who is professional, empathetic, responsible and who exudes a positive attitude! As a front\-line\-employee, the **Customer Support Associate** role is extremely important for improving the FastDrop customer’s journey and overall satisfaction. **What you’ll do:** * Answer **incoming calls**, resolving queries at first point of contact whenever possible. * Respond to **customer emails and social media messages**. * Attend to **face\-to\-face customer queries** at eCabs head office. * Support internal departments with **bookings and queries**. * Build and develop **strong customer relations,** and accurately and efficiently place customer bookings through eCabs CRM. * **Upsell** where possible, by identifying opportunities to provide product information to customers. * Identify and escalate issues to Team Leaders, contributing to the ongoing development and **improvement of the eCabs customer experience**. * Take initiative and notify management of any **trends or issues in customer queries**. * Contribute towards the successful achievement of **customer service KPIs**, as well as own individual productivity and customer service targets. **What you’ll bring:** * Strong **interpersonal skills**, with the ability to handle situations which require understanding, responsiveness and maturity. * Excellent **phone etiquette**.Great **organisational skills**. The ability to **prioritise multiple tasks** effectively and in a flexible manner in order to accommodate last\-minute requests. * Willingness to align personal performance with the **Contact Centre’s objectives**. * Strong **written and verbal communication skills**. * Excellent **computer skills** (experience with Word, Excel and Outlook). * Methodical approach with the **ability to work under pressure**. * Very importantly – a **‘can do’ attitude**.