Frontline Support Consultant

Recruiter:

Carlysle Human Capital

Job Ref:

DBN000690/AD

Date posted:

Wednesday, October 26, 2022

Location:

Kloof & Hillcrest, South Africa

SUMMARY:
Be part of something awesome!

Experience a great working environment with fantastic people. Our office is a stone's throw away from the beautiful Krantzkloof Nature Reserve.

JOB DESCRIPTION:

Job description (Details of the position i .e. duties):

Feedback to Dev:

- Report bugs via escalating DevGo2'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 familiarization testing and training courses provided by HR/your TL

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

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

IM 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 support:
- 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
- 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 complains
- Research as required to resolve customer queries
- Report key issues to wider team by means of the Client Heat Meet

Feedback to team leaders:
- Escalate any concerns to your TL/HR as needed
- Regular feedback t o your TL on personal development / issues / needs

Experience:
- Experience working in collaborative teams
- Prior experience in a frontline team
- Prior experience in tourism - advantageous

Skills:
- 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

Candidates will be required to complete relevant assessments

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Similar jobs you might be interested in:

FRONTLINE CUSTOMER AND SALES SUPPORT
Location: Boksburg
Salary:
10 days ago

E-Commerce Sales & Support Consultant
Location: Paarl
Salary:
Are you ready to safeguard success in the digital realm? Do you thrive on delivering exceptional customer service while driving sales to new heights? Look no further! Our client, a renowned leader in perimeter fencing and security solutions, is seeking a dynamic individual to fill the role of E-Commerce Sales & support consultant on a 3-month contract.
18 days ago

Sales Engineer
Location: Centurion
Salary:
Sales Engineer: Blend technical prowess with persuasive skills to drive sales and innovation. Be the catalyst between technology and customer success."
17 days ago

Receptionist
Location: Cape Town
Salary:
25 days ago

CLIENT SERVICES CONSULTANT
Location: Capetown
Salary: R24 000 - R28 000 PER MONTH
GREAT OPPORTUNITY
Today

Cost and Management Accountant
Location: Centurion
Salary: 600000
A world-renowned manufacturing company, with a strong focus on Southern Africa’s mining regions, is in search of a Cost and Management Accountant to join their growing business and provide strategic input.
Today

Financial Accountant
Location: Johannesburg
Salary: 600000 Annually
Are you a Qualified CA(SA) with 1 year post articles experience and looking to take the next step in your career?
Today

Financial Accountant
Location: Johannesburg
Salary: 600 000 Annually
Now is Your Chance! Apply today.
Today

Group Reporting and Consolidations Accountant
Location: Johannesburg
Salary: 900000 Annually
Are you a finance professional with a knack for consolidations and reporting? Look no further! A JSE listed leading company in the North of Johannesburg specializing in IT services is seeking a skilled Group Consolidations and Reporting Specialist to join their dynamic team.
2 days ago

HR Consultant
Location:
Salary: Negotiable
A leading workforce solutions company, driven to grow people, businesses and economies through connections that allow them to realize their potential has an exciting opportunity for a HR consultant in GautengProvide advice and support in the implementation of HR business partner activities, as well as communi...
2 days ago

Frontline Support Consultant

Similar jobs you might be interested in:

Create a free job alert for Frontline Support Consultant in Kloof & Hillcrest

Jobseekers

Recruiter

General