Customer Care Specialist (Hybrid) for Maternal Health Brand
Ellio · Cape Town, Western Cape · Hybrid
Overview
Ellio is hiring a Customer Care Specialist to support a maternal health and wellness brand from Cape Town. You will help customers via voice, chat, WhatsApp and email with product setup, connected device troubleshooting and order queries. This hybrid role offers full training, a supportive team and real chances to grow your contact centre career. If you are empathetic, tech savvy and comfortable with sensitive health topics, this could be a great fit for you.
About the role
As a Customer Care Specialist at Ellio, you will be the friendly voice and helpful guide for customers of a leading maternal health and wellness brand. Your day to day work will involve supporting people through voice calls, live chat, WhatsApp and email as they navigate product enquiries, connected device troubleshooting, order related questions and resolution management.
You will guide customers through product setup, Bluetooth pairing and mobile app connectivity using clear, simple language. You will ask proactive questions to get to the root of issues, explain next steps patiently and take ownership of outcomes with proactive follow up. You will also document interactions accurately in the CRM and escalate any safety, medical or product quality concerns promptly.
This role requires comfort discussing personal health and parenting topics with care, confidentiality and absolutely no judgement. You will work rotating shifts covering US and UK customer hours, including evenings, overnight shifts, weekends and public holidays.
Important application notes: You may be asked to provide a screenshot of a recent internet speed test during the recruitment process. A reliable fibre connection with at least 30 Mbps download and upload speed is needed, along with a backup power solution for outages. You must also have a quiet, private home working environment.
Requirements
- Strong empathy, emotional intelligence and active listening skills
- Clear spoken and written English capability
- Strong situational awareness and good judgement
- A customer ownership mindset with commitment to follow through
- Curiosity and root cause problem solving ability
- Comfort discussing personal health and parenting topics openly, calmly and without judgement
- Ability to explain technical concepts clearly and simply
- Strong attention to detail and accurate documentation
- Typing speed of approximately 35 to 45 WPM with accuracy
- Flexibility to work rotating shifts covering US and UK hours including evenings, overnight, weekends and public holidays
- Availability to attend full time training
- Reliable fibre internet connection with minimum 30 Mbps download and upload speed
- Reliable backup power solution for outages
- Quiet, private and suitable home working environment
- 12 to 24 months experience in an international contact centre environment is advantageous
- Technical customer support experience with connected devices, Bluetooth, mobile apps or consumer electronics is advantageous
- Experience across voice and digital customer support channels is advantageous
- Experience in healthcare, regulated services, medical devices or infant products is advantageous
Responsibilities
- Support customers across voice, live chat, WhatsApp and email
- Guide customers through product setup, Bluetooth pairing and mobile app connectivity
- Use proactive questions to identify root causes and explain clear next steps in simple language
- Recognise customer context and agree appropriate callback or follow up plans
- Take ownership of customer outcomes including proactive follow up
- Manage product, replacement, warranty and order related enquiries in line with policies
- Document customer interactions and troubleshooting steps accurately in the CRM
- Recognise safety, medical, product quality or regulated complaint concerns and escalate promptly
- Handle personal and health related information with care and confidentiality
Benefits
Competitive remuneration package, comprehensive product and role specific training, free door to door transport for qualifying evening shifts ending after 7pm, fun supportive and collaborative working environment, clear opportunities to learn grow and progress, entertainment area, canteen, paid annual leave, good transport connections
Job details
- Organisation
- Ellio
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Work arrangement
- Hybrid
- Experience level
- Junior (1+ years)
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
Hi there! If you are thinking of applying for this Customer Care Specialist role at Ellio, take a moment to highlight any experience you have with helping customers over the phone or chat, especially if it involved troubleshooting devices or apps. The team really values empathy and clear communication, so be ready to share examples of how you have calmed a stressed customer or solved a tricky problem.
Remember, this role supports a maternal health brand, so any experience you have with health topics or sensitive conversations is a big plus. Also make sure your CV shows your typing speed and that you are comfortable with shift work. Before you apply, double check that your home internet meets the 30 Mbps requirement and that you have a backup power plan, because they will ask about this later. Good luck, you have got this!
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