Customer Service Consultant

Customer Support Consultant

Location: Cape Town CBD
Salary: R13k – R15k per month

3-5 years of customer support experience
Tertiary qualification advantageous
Experience in web support platforms, Microsoft Excel, Word & Powerpoint, iOS, Android
Experience in customer experience for technology platforms (apps, software etc) advantageous
Excellent communication skills in English
Problem solving skills and ability to take initiative
Basic understanding of forex advantageous

Responsible for ensuring consistently high quality Customer Support
Monitor incoming communications through In-App chat, Facebook, Twitter, email and website
Maintain and record of all incoming and resolved queries
Respond to all customer queries within predefined service levels
Manage escalation of issues through to resolution;
Gather feedback from the clients regarding components of the product;
Translate customer feedback into product development strategies;
Resolve product or service problems by clarifying the customer's issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution;
Responsible for implementing and maintaining “Best Practice” and processes to ensure high customer satisfaction and good outcomes;
Manage critical customers, drive customer communications, activities and any appropriate escalations;
Responsible for supporting multiple projects simultaneously;
Creating customer profiles and segments to maximise communication strategies and activation strategies.
Recommend optimization of digital platform based on customer feedback and user experience.