Customer Support Executive - Somerset West

SUMMARY:
Is English your first language with strong customer support experience? Are you the go to likeable personality who calmly and confidently knows how to attend to all customer queries, logically sorting out what needs to be done? Our International client based in Somerset West is looking for that gem who stands out as the life and soul of the party, that person that everybody wants to talk to!

POSITION INFO:

REQUIREMENTS

Matric, any relevant tertiary education highly advantageous

English first language essential, excellent communication skills written and spoken

Experience in a customer service role and experience in a software company highly advantageous

Confident and outgoing personality

Logical thinker with the ability to strategically solve customers queries

Ability to work International hours, either 10 – 7 pm or 11 – 8 pm

An excellent team player

DUTIES

Reacting immediately and efficiently to all customer enquiries via chat, email and phone

Diagnosing technical problems relating to their various clients software

Increase inbound calls & increase conversions

Offer deep analytical tracking data to help improve marketing spend

Helping clients in the UK, Germany, France & The US, in various industries such as Travel, Insurance, Legal, Elderly Care, Automotive, e-comms etc.

Solving any customer queries from call failures to payment failures etc.

Offering clear and helpful solutions to customers to ensure problems

Always ensuring problems are not only resolved but raised to the product or development teams for further investigation where necessary

Juggling customer needs from different channels, ensuring all fixes and requests are communicated across the business

Setting up customer trials by adding important information to accounts

Reacting to an ever-changing workload with the ability to multi-task well

Populating project management boards with customer problems that need technical work

Analysing customer data to report trends, inefficiencies and facts for the sales team

Analysing monthly customer spend against actual usage and reporting on findings, involving a high level of financial and data manipulation/interpretation

Salary: R12 – R18000 dependent on experience

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