Job Description
An established company that offers advanced geospatial products and services is looking for a Customer Success Specialist to join their team. The Customer Success Specialist is responsible for taking ownership of training and after sales technical support to customers on all relevant geospatial products and solutions and works closely with the rest of the Technical Support team as well as the Sales team and Segment Managers/product specialists, in order to ensure customer success
Responsibilities:
Product Training:
- Prepare for customer training through completing a needs analysis of the end users being trained, and compiling training material and agenda accordingly.
- Facilitate technical training to all customers and product end users, on newly acquired products or product upgrades as per company standards.
- Continuously build and expand on own product knowledge.
- Assist with internal training from time to time.
Technical Support:
- Resolve any reported product/solution issues or malfunctions through following proper diagnostic/troubleshooting steps, as well as standard procedures and protocols, to identify and understand the problem and provide suitable solutions.
- Continuously provide optimal technical customer support whether through field visits or telephonic.
- Ask customers targeted questions during telephonic support to identify the root of the problem.
- Talk customers through suitable/applicable steps and actions to resolve issues when providing telephonic support.
- Ensure all product/solution/customer issues are properly logged, provide timeous reports and manage own field dispatch schedule.
- Continuously build supportive customer relationships.
- Provide technical support to internal staff involved in the sales (i.e. pre-sales support) and implementation of relevant products/solutions.
- Assist with technical presentations at OPTRON product launches and seminars.
Quality Control:
- Ensure quality control of all products/solutions dispatched to customers.
Requirements:
- Degree/Diploma in surveying
- Minimum of 4 years proven field service/support experience.
- Experience in the Geospatial industry will be an advantage.
- Must have own vehicle
- Experience working with Scanning and scan data sets (point clouds)
- Understanding of relevant industry/applications/solutions/customer requirements/market developments and needs.
- Understanding of solutions implementation and service level support best practice.
- IT proficiency (Knowledge of CRM software & Microsoft office)
- Understanding the industry, market developments & needs.
- Ability to troubleshoot, repair, test and service technical equipment.
- Excellent communication skills (verbal & non-verbal) to provide technical help.
- Conceptual ability to analyse, interpret & offer customised solutions.
- Problem solving ability.
- Reliability regarding services offered/promised to customers.
How To Apply:
- Contact Hire Resolve today for your next career-changing move
- Our client is offering a highly competitive salary for this role based on experience.
- Send your CV to: .za or connect with Sonique Beetge via LinkedIn.
- Alternatively, you can also contact me directly at Hire Resolve .za
- We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer Service Jobs in Gauteng
In Gauteng, the customer service sector is generally thriving, with many companies investing in their teams to provide exceptional support to clients. Typically, this involves handling a high volume of calls, emails, and other inquiries, while ensuring timely resolutions to issues and maintaining a positive reputation for the organisation.
Typically, salaries for customer service representatives in Gauteng fall within a broad range, often between R20 000 – R50 000 per annum, depending on factors such as level of experience, company size, and industry sector. For example, those with basic customer service roles may start at one end of the spectrum, while senior or specialist roles can command higher salaries towards the upper end of this range. However, it’s essential to note that these are broad estimates and actual salaries can vary widely depending on individual circumstances.
Common skills required for a successful career in customer service include excellent communication and interpersonal skills, both written and verbal; ability to handle multiple tasks simultaneously and prioritise effectively; and strong problem-solving and conflict resolution abilities. Other valuable skills include empathy, adaptability, and a positive attitude towards dealing with difficult customers. In addition, experience with CRM software, chat tools, or other customer service technologies can be an added advantage.
Many industries in Gauteng commonly employ customer service representatives, including financial services sector, technology industry, manufacturing sector, and e-commerce companies. These roles often involve working with diverse groups of clients, responding to a wide range of queries and concerns, and providing support across multiple channels, such as phone, email, and social media.
For those looking to develop their careers in customer service, there are various opportunities for advancement and professional growth. Typically, experience in this field can lead to roles such as team leader or supervisor, where you’ll be responsible for managing a team of representatives and implementing process improvements. With additional training and certifications, it’s possible to move into more senior positions, such as customer success manager or account manager, where you’ll work closely with clients to build relationships and drive business growth.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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