South Africa: Customer Solution Specialist (Remote) posted by Datafin
Posted on 2025-08-24 00:00:00
| Employer | Datafin |
|---|---|
| Category | Other IT/Computer |
| Location | South Africa / South Africa |
Job Summary
Western Cape – South Africa, Remote
- Own the full sales process – Respond to inbound inquiries, qualify leads, deliver demos, prepare proposals, and close deals.
- Engage with users – Understand their needs, resolve queries, guide them through the platform, and provide clear product recommendations.
- Provide technical support – Troubleshoot issues related to functionality, compatibility, or user setup, ensuring prompt resolution.
- Enhance user experience – Gather feedback, identify pain points, and advocate for improvements.
- Upskill users – Lead onboarding sessions and training to help users get the most from the product.
- Collaborate internally – Work with the billing and technical team to escalate and resolve complex issues and implement user-requested features.
- Drive customer success – Monitor usage, offer tailored solutions, ensure satisfaction and retention, and identify upsell or cross-sell opportunities.
- Respond to customer queries via email, chat, phone, and helpdesk, resolving or escalating issues as needed.
- Respond to inbound sales inquiries via email, chat, and phone; qualify leads and ensure timely follow-ups and convert them to paying customers.
- Deliver product demonstrations and walkthroughs tailored to prospective customer needs.
- Prepare proposals, manage subscription plans, and close deals.
- Manage all customer interactions, including support tickets, onboarding, and ongoing communication.
- Set up and maintain CRM workflows to streamline support and sales processes; follow-ups, reminders, sales tasks etc., ensuring accurate and complete data.
- Maintain the sales pipeline and ensure timely follow-ups through CRM workflows.
- Guide new users through setup, training, and account activation.
- Build and maintain strong customer relationships through regular check-ins, proactive outreach, and responsive support.
- Manage user accounts and access permissions, including plan changes and account transitions.
- Identify and suggest upselling or cross-sell opportunities aligned with customer needs.
- Create and maintain internal and external support material (e.g., guides, help articles, training resources)
- Capture and escalate customer feedback, bugs, and feature requests.
- Identify trends and recurring issues and propose proactive solutions to improve the customer journey.
- Excellent written and verbal communication
- Empathetic and customer-centric approach
- Strong problem-solving and critical thinking
- Time management and prioritisation
- Adaptability in fast-paced environments
- Proactivity and initiative
- Collaboration and team orientation
- Professional, approachable, and emotionally intelligent
- Strong technical aptitude and quick learning of new tools and systems
- Full-cycle sales experience (inbound qualification to close)
- CRM management, including pipeline tracking and workflow automation
- Helpdesk software proficiency (e.g. Intercom, Zendesk)
- Product demonstration and user training delivery
- Troubleshooting and basic technical support
- User account and access management
- Basic reporting and analytics (e.g., usage or ticket trends)
- Documentation and process mapping
- Data accuracy and completeness, and CRM hygiene
- Grade 12
- Tertiary qualification
- 2+ years experience in customer support, customer success, or technical sales
- Familiarity with CRM and helpdesk tools (e.g. Pipedrive, Intercom, Zendesk)
- Experience in a SaaS or tech support environment
- Customer focus: Monitors client satisfaction, builds strong relationships, and is visible and accessible to clients.
- Sound judgement / Decision Making: Applies consistent logic, rationality, and objectivity; avoids being indecisive nor impulsive.
- Resourcefulness / Initiative: Finds creative ways to overcome barriers, delivers results despite constraints, and demonstrates a bias for action.
- Adaptability: Flexible, resilient, and effective in navigating complexity and change.
- Excellence: Holds self and others to high performance standards, shows strong accountability, and has low tolerance for mediocrity.
- Listening: Attuned to others opinions, needs, and emotions; listens actively with empathy and patience.
- Likeability: Emotionally intelligent, warm, compassionate, and approachable; not arrogant; maintains a sense of humour.
- First impression: Professional in demeanour, presents well through body language, eye contact, posture, and tone.
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