Job Opportunities in South Africa
September 18, 2024
Job Crystal
Kloof
FULL TIME
Customer Engagement Consultant (SAAS) TOURISM
A business providing SAAS to the Hospitality sector is looking for a Customer Engagement Consultant.
DUTIES & RESPONSIBILITIES, NOT LIMITED TO:
Frontline product support:
Experience:
Pay: R15 000,00 - R20 000,00 per month
DUTIES & RESPONSIBILITIES, NOT LIMITED TO:
Frontline product support:
- Attending to in/out Frontline requests
- Escalating investigative queries to second line support/consulting
- Correct time logging
- Correct ticket admin (time logs, Client ID, Summary, ticket details)
- Closure of completed tickets
- Follow user guides/SOPs where possible, ensuring consistency and quality of work
- Report back to your TL on areas lacking documentation/guides
- 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
- 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
- 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
- Report bugs via escalating Dev Go2's (following correct process)
- Report back on client enhancement requests and product feedback
- 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
- Escalate any concerns to your TL/HR as needed
- Regular feedback to your TL on personal development / issues / needs
Experience:
- Experience working in collaborative teams
- Prior experience in a frontline team
- Prior experience in tourism - advantageous
- Very strong software application knowledge
- Excellent spoken and written English language skills
- Typing speed (>45wpm)
- High attention to detail
- Sense of urgency to meet SLA’s
- Passionate about customer service
- Excellent documentation and admin skills
- Inquisitive and eager to learn
Pay: R15 000,00 - R20 000,00 per month
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