We are looking for a dedicated Customer Support Specialist to join us at the earliest opportunity at our location in Cape Town. You will assist end-user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. You will leverage product knowledge to assist customers and troubleshoot product inquiries and potential technical difficulties while being responsible for supporting customers short-term and long-term satisfaction and retention.
Core shift hours: 15h00 00h00
What You Will Work On
- Act as a primary responder in a prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers
- Resolve general inquiries or escalate to other team members when appropriate. Volume may be heavy, so the ability to work well under pressure is key
- Customer-centric focus with a sense of urgency
- Understanding softwares core system functionality
- Escalate customer issues to an appropriate team level
- Document all customer interactions and system issues in the company's CRM tool, analyze statistics, and maintain customer materials
- Answer limited technical questions
- During busy seasons, remain calm and troubleshoot effectively while juggling many issues
- Maintain regular communication with customers for support and inform them of new system features
- Provide on-call coverage in departmental rotation
- Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the board. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor
- Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize
- Ability to handle change and adjust accordingly
- Manage caseload, providing regular customer updates according to SLAs
- Other duties as assigned
- 2+ years of customer service experience
- Previous customer service experience via phone
- Ability to resolve on-demand customer issues over the telephone and email
- Demonstrated ability to finesse and diffuse difficult interactions with customers
- General PC and application knowledge Microsoft Office suite of tools and web browsers
- Strong organizational and interpersonal skills
- 2-4-year college degree or equivalent
- Strong virtual presentation skills
- Prior experience within a Software as a Service (SaaS) organization
- Bilingual
