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:

Support Engineer
Location: Johannesburg
Salary: Annually
The Software support Engineer will be responsible for third line technical support on complex software issues that cannot be resolved by frontline teams. You will be responsible for deep-dive analysis, root cause identification and the resolution of critical incidents affecting applications and systems. Collaborate with development, QA and infrastructure teams to implement sustainable fixes, enhan...
3 days ago

Financial Advisor
Location: Johannesburg
Salary: Annual
Permanant
8 days ago

Divisional Head â Accounting, Auditing and Industry Analysis
Location: Pretoria
Salary: Annually
Position is to provide leadership and strategic direction the Accounting and Auditing Division in providing technical advice and support to frontline supervisors in banking, insurance and financial market infrastructures (FMIs) with regard to the application and interpretation of accounting and audit matters, prudential legislation, applicable standards and analysis of industry data as well as ove...
13 days ago

Divisional Head: Capital Management
Location: Pretoria
Salary: Annually
To provide leadership and strategic direction the Division in providing technical advice and support to frontline supervisors in banking, insurance and financial market infrastructures (FMIs), with regard to the application and interpretation of prudential legislation, particularly in relation to regulatory capital.
13 days ago

Instore Financial Advisor
Location: Johannesburg
Salary: Annual
Ready to redefine the future of insurance?
16 days ago

Insurance Sales Trainer
Location: Johannesburg
Salary: Monthly
Ready to Redefine the Future of Insurance?
55 days ago

Technical Support Role
Location: Cape Town
Salary:
We’re looking for Technical support Agent to join our dynamic support team. In this role, you’ll provide frontline support for hardware and software issues, primarily related to POS (Point of Sale) systems, while using CRM to manage customer queries.
58 days ago

Production Technician
Location: Northern Suburbs
Salary:
Our client is seeking a skilled Production Technician to join their Extrusion/Production team.The role is responsible for machine set-ups, changeovers, troubleshooting, and ensuring optimal production performance. You will support continuous improvement initiatives, maintain compliance with safety and quality standards, and provide technical guidance to supervisors. This position requires strong p...
Today

Senior Accountant
Location: Johannesburg
Salary: 800000 Annually
Take your accounting career to the next level-with purpose.
Today

Senior Financial Accountant
Location: Johannesburg
Salary: 850000 Annually
Precision matters. Leadership counts. We’re looking for a Senior Financial Accountant to strengthen our finance team.
Today

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