Customer Engagement Consultant

Carlysle Human Capital • Other • Durban, KwaZulu-Natal, South Africa • 2d ago

Job description (Details of the position i.e. duties): Frontline product support: -Â Â Â Â Â Â Â Â Attending to in/out Frontline requests -Â Â Â Â Â Â Â Â Escalating investigative queries to second line support/consulting -Â Â Â Â Â Â Â Â Correct time logging -Â Â Â Â Â Â Â Â Correct ticket admin (time logs, Client ID, Summary, ticket details) -Â Â Â Â Â Â Â Â Closure of completed tickets -Â Â Â Â Â Â Â Â Follow user guides/SOPs where possible, ensuring consistency and quality of work -Â Â Â Â Â Â Â Â Report back to your TL on areas lacking documentation/guides Â Support inbox: -Â Â Â Â Â Â Â Â Allocate tickets to correct departments/consultants -Â Â Â Â Â Â Â Â Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible -Â Â Â Â Â Â Â Â Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable Â Client chats: -Â Â Â Â Â Â Â Â Quick turnaround time on IM chat responses -Â Â Â Â Â Â Â Â Follow internal SOPs (ensuring quality responses and follow up) -Â Â Â Â Â Â Â Â Opening tickets related to items raised on IM chats -Â Â Â Â Â Â Â Â Ensure IM chat roster is being followed and that your shifts are covered Â Customer engagement: -Â Â Â Â Â Â Â Â Respond to (investigating and solving) client queries relating to company products -Â Â Â Â Â Â Â Â Communicating with customers via email, phone and IM chats -Â Â Â Â Â Â Â Â Provide high-quality customer support by means of quick, effective and informative feedback and relevant information Â Feedback to Dev: -Â Â Â Â Â Â Â Â Report bugs via escalating DevGo2's (following correct process) -Â Â Â Â Â Â Â Â Report back on client enhancement requests and product feedback Â Ticket/inbox management: -Â Â Â Â Â Â Â Â Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL Â -Â Â Â Â Â Â Â Â Upsell company offerings where possible -Â Â Â Â Â Â Â Â Provide customers with what they requested, and more, where possible - using supporting materials such as links to guides, sops etc -Â Â Â Â Â Â Â Â (FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of -Â Â Â Â Â Â Â Â (AHT) Average Handle Time of 24 hours for ticket resolution/completion -Â Â Â Â Â Â Â Â Follow correct process to escalate client complains -Â Â Â Â Â Â Â Â Research as required to resolve customer queries -Â Â Â Â Â Â Â Â Report key issues to wider team by means of the Client Heat Meet -Â Â Â Â Â Â Â Â Represent the brand when required Â Feedback to team leaders: -Â Â Â Â Â Â Â Â Escalate any concerns to your TL/HR as needed -Â Â Â Â Â Â Â Â Regular feedback to your TL on personal development / issues / needs Â Experience, Qualifications and skills: Experience: -Â Â Â Â Â Â Â Â Experience working in collaborative teams -Â Â Â Â Â Â Â Â Prior experience in a frontline team -Â Â Â Â Â Â Â Â Prior experience in tourism - advantageous Â Skills: -Â Â Â Â Â Â Â Â Very strong software application knowledge -Â Â Â Â Â Â Â Â Excellent spoken and written English language skills -Â Â Â Â Â Â Â Â Typing speed (>45wpm) -Â Â Â Â Â Â Â Â High attention to detail -Â Â Â Â Â Â Â Â Sense of urgency to meet SLAâs -Â Â Â Â Â Â Â Â Passionate about customer service -Â Â Â Â Â Â Â Â Excellent documentation and admin skills -Â Â Â Â Â Â Â Â Inquisitive and eager to learn Â Candidates will be required to complete relevant assessments Sector: IT, Tourism

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