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:

Delivery and Process Project Manager
Location: Capetown
Salary: Market-related
Delivery and Process Project Manager
4 days ago


Delivery and Process Project Manager
Location: Capetown
Salary: Market-Related
Delivery and Process Project Manager
6 days ago


Delivery and Process Project Manager
Location: Capetown
Salary: Market-related
Delivery and Process Project Manager
6 days ago


IT Business Support Specialist PTA - June 2026
Location: Pretoria
Salary:
Our client in Pretoria is Hiring a Business support Specialist. This is a Hybrid role. 
12 days ago


General Manager - Woodstock, Cape Town - R25 000 - R35 000, negotiable
Location: Capetown
Salary: Market-related
The purpose of this operational, office-based role is to manage the daily operations of short-term rental platforms and coordinate property maintenance and cleaning.
13 days ago


Junior Business & Systems Analyst – Onsite - CPT
Location: Cape Town
Salary:
13 days ago


Non-technical trainer
Location: Centurion
Salary:
Our client is looking for a Non-technical trainer to join their team.
14 days ago


Customer Care Representative (eCommerce & Operations)
Location: Capetown
Salary: Market-related
This is not a traditional, rigid call center environment.
18 days ago


Financial Advisor
Location: Durban
Salary: -
18 days ago


Financial Advisor
Location: Pretoria
Salary: -
19 days ago


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

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions