Customer Engagement Consultant - Software Support

SUMMARY:

• Customer Engagement Consultant

fully remote role available in a consultancy that provides software for the Reservations industry. Two in-person conference get togethers a year to keep engaged with your team, but fully remote working conditions. Use your technical knowledge of reservations systems to actively engage with customers around the product from a support and engagement perspective.

This role is critical to the success of the organisation and requires a strong technical ability as well as high level support and engagement skills. Marry your people and support skills with your system knowledge and be an integral part of their success.

POSITION INFO:
Job description:

Product support:

• Attending to in/out Frontline requests
• Escalating investigative queries to second line support/consulting where unable to assist as firstline.
• Correct time logging and ticket admin (time logs, Client ID, Summary, ticket details) as well as closure of completed tickets
• Follow user guides/SOPs where possible, ensuring consistency and quality of work to meet SLA's and achieve customer satisfaction indexes.

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 Engagement:

• Ability to build relationships with existing system user clients
• Solving user related and technical queries while building rapport and ensuring customer satisfaction.
• 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 team

• 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 optimally at all times.

Experience, Qualifications and skills:

Experience:

• Experience working in collaborative teams
• Prior experience in a frontline team
• Prior experience in tourism and with reservations or other leisure industry systems and software.

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 SLA’s
• Passionate about customer service
• Excellent documentation and admin skills
• Inquisitive and eager to learn

Candidates will be required to complete relevant assessments.

Sector and Profile:
IT, Tourism, Application Support, Customer Engagement

 

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