Hillcrest: Customer Engagement Consultant posted by Carlysle Human Capital

Job Summary

Job description (Details of the position i.e. duties): 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 Client 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 engagement: – 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 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 familiarisation testing and training courses provided by HR/your TL – 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 – Represent the brand when required Feedback to team leaders: – Escalate any concerns to your TL/HR as needed – Regular feedback to your TL on personal development / issues / needs Experience, Qualifications and skills: Experience: – Experience working in collaborative teams – Prior experience in a frontline team – Prior experience in tourism – advantageous Skills: – Very strong software application knowledge – Excellent spoken and written English language skills – Typing speed (>45wpm) – High attention to detail – Sense of urgency to meet SLAs – Passionate about customer service – Excellent documentation and admin skills – Inquisitive and eager to learn Candidates will be required to complete relevant assessments Sector: IT, Tourism
Customer Engagement Consultant position available in Kwazulu-Natal, Hillcrest. This job position was posted by Carlysle Human Capital. The job has been posted as a premium ad on 2024-10-25 at 13:52:24 in the Administration Pa Secretary category

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