A business providing SAAS to the Hospitality sector is looking for a Customer Engagement Consultant. DUTIES & RESPONSIBILITIES, NOT LIMITED TO: Frontline product support:
Attending to in/out Frontline requests
Escalating investigative queries to second line support/consulting
Follow user guides/SOPs where possible, ensuring consistency and quality of work
Report back to your TL on areas lacking documentation/guides
Support inbox:
Allocate tickets to correct departments/consultants
Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible
Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable
Client chats:
Quick turnaround time on IM chat responses
Follow internal SOPs (ensuring quality responses and follow up)
Opening tickets related to items raised on IM chats
Ensure IM chat roster is being followed and that your shifts are covered
Customer engagement:
Respond to (investigating and solving) client queries relating to company products
Communicating with customers via email, phone and IM chats
Provide high-quality customer support by means of quick, effective and informative feedback and relevant information
Feedback to Dev:
Report bugs via escalating Dev Go2's (following correct process)
Report back on client enhancement requests and product feedback
Ticket/inbox management:
Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL
Upsell company offerings where possible
Provide customers with what they requested, and more, where possible - using supporting materials such as links to guides, SOPs, etc
(FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of (AHT) Average Handle Time of 24 hours for ticket resolution/completion
Follow correct process to escalate client complaints
Research as required to resolve customer queries
Report key issues to wider team by means of the Client Heat Meet
Represent the brand when required
Feedback to team leaders:
Escalate any concerns to your TL/HR as needed
Regular feedback to your TL on personal development / issues / needs
REQUIREMENTS Experience:
Experience working in collaborative teams
Prior experience in a frontline team
Prior experience in tourism - advantageous
Skills:
Very strong software application knowledge
Excellent spoken and written English language skills