Customer Engagement Consultant - Software Support

Recruiter:

Carlysle Human Capital

Job Ref:

DBN000853/AD

Date posted:

Tuesday, February 18, 2025

Location:

Kloof & Hillcrest, South Africa

Salary:

Monthly

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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