CLIENT RELATIONSHIP OFFICER B2B - ICT SECTOR - Centurion. We're looking for someone with at least 4 years' experience in interacting with Business Clients in Software Distribution. This is an On-site role, Mondays to Fridays, Permanent.
Start Date: 01 November - immediately available applicants might get preference
ESSENTIAL SKILLS NEEDED:
Excellent verbal and written communication skills in Professional English.
Strong focus on customer satisfaction and the ability to build and maintain positive relationships
Effective problem-solving skills with the ability to think critically.
Strong organizational skills with the ability to manage multiple tasks and priorities effectively
Proficiency in at least Salesforce, or HubSpot, or Zoho Desk
Ability to work collaboratively with cross-functional teams including sales, marketing, etc
Flexibility and resilience to handle changing customer needs and company processes
Relevant certifications in customer success, communication, emotional intelligence, conflict resolution, or related areas
Minimum of about 4 years’ experience in a customer success or customer support/service role in an ICT environment
Preferably drivers license and own car for getting to work and back
RSA Citizen
No criminal record
The formal Attestation for the role will be Customer Success Associate, and these will be the MAIN DUTIES:
1. Complaint and Query Handling: Address and resolve complaints and queries from end-users and resellers regarding toolsets, services, and company interactions. Efficiently manage internal queries and escalations by coordinating with relevant teams to ensure effective resolution and resource allocation
2. Ticket Management: Log, manage, and coordinate support tickets using Zoho Desk, ensuring timely resolution and closure. Maintain accurate records of customer interactions, feedback, and issues, and update CRM systems as needed
3. Client Communication: Establish and maintain regular communication with clients to ensure their satisfaction. Serve as a point of contact, promptly addressing questions, concerns, and issues
4. Customer Engagement: Monitor client satisfaction through regular check-ins at 3-month and 6-month intervals. Follow up with new business, renewal, and pre-renewal clients to identify and address any potential issues
5. Leads Call Back Requests: Respond promptly to requests for lead call-backs, ensuring timely and effective follow-up
6. Welcome Packs Distribution: Send welcome packs to new clients, new businesses, renewing clients, and those upgrading their services, ensuring they receive all necessary information and resources
7. Meeting Management: Schedule, follow up on, and confirm meetings, both remote and in-person, ensuring all parties are prepared and informed
