Customer Support Consultant

SUMMARY:
Software Company providing all-in-one property management solutions to the hospitality industry based in Claremont & Hout Bay is currently recruiting for a Customer Support Consultant.

POSITION INFO:
Duties:

Answering client queries received via phone, email or chat
Providing excellent client services
Being aware of the clients’ issues and providing solutions
Maintain marketplace reputation
Referring queries to other team members if you don’t know how to handle the query
Asking in depth questions to establish the cause of the client issues and how to resolve, assist with training or escalating the matter
Follow agreed checklist and process steps to ensure complete resolution of client issues
Referring to our internal knowledge base and client tutorials as guides for actions
Escalating issues to the correct team to ensure optimal use of service product and helping client to succeed
Following up and keeping the client updated on progress if the issues weren’t immediately resolved
Looking for recurring patterns or problems and quickly escalating them
Conducting daily monitoring checks and follow ups on client services as needed
Helping with afterhours phone and chat on a rotational basis
Monitoring and updating emails

Requirements:

Grade 12
Experience with software support / tech support
Computer literate
Hospitality experience will be an advantage
Excellent client service skills
High standard of verbal & written communication skills
Able to prioritize and multitask
Great team player