Customer Engagement Consultant

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 assessmentsSector: IT, Tourism