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:

Production Manager (Cheese)
Location: Queenstown
Salary:
8 days ago


RECEPTION/SALES SUPPORT
Location: Johannesburg
Salary: R144 - R168 000 p.a.
RECEPTION/SALES support
15 days ago


CORPORATE RECEPTIONIST - Century City, Cape Town
Location: Century City
Salary: R20k - 30k per month
CORPORATE RECEPTIONIST - Century City, Cape Town R20 000 - R30 000 Per Month depending on qualifi
16 days ago


Support Team Lead - First Response
Location: Pietermaritzburg
Salary:
19 days ago


IT Business Support Specialist
Location: Pretoria
Salary:
Our client in Pretoria is Hiring a IT Business support Specialist. 
19 days ago


Receptionist
Location: Tokai
Salary: Monthly
Receptionist & Cashier – Diep RiverAutomotive Wholesale | frontline & Finance support | Full-TimeOur client, a well-established automotive wholesaler with a strong national footprint, is seeking a professional and customer-focused Receptionist & Cashier to join their Diep River branch. This role is ideal for someone who enjoys frontline interaction, handles cash with accuracy, an...
5 days ago


Food & Beverage Supervisor
Location: Cape Town
Salary:
20 days ago


Receptionist
Location: Tokai
Salary: 9000 Monthly
Receptionist & Cashier – Diep RiverAutomotive Wholesale | frontline & Finance support | Full-TimeOur client, a well-established automotive wholesaler with a strong national footprint, is seeking a professional and customer-focused Receptionist & Cashier to join their Diep River branch. This role is ideal for someone who enjoys frontline interaction, handles cash with accuracy, and thrives in a f...
6 days ago


Drone Sales Representative KZN
Location: Kwazulu-natal
Salary: Market Related
A well-established company specializing in advanced drone technology and solutions, primarily focusing on the agricultural sector is seeking the above to be responsible for driving sales and customer engagement in the agricultural sector through demonstrations, training, technical support, relationship building, and marketing initiatives.
22 days ago


Drone Sales Representative Gauteng
Location: Pretoria
Salary: Market Related
A well-established company specializing in advanced drone technology and solutions, primarily focusing on the agricultural sector is seeking the above to be responsible for driving sales and customer engagement in the agricultural sector through demonstrations, training, technical support, relationship building, and marketing initiatives.
22 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