Customer Success Agent
Customer Success Agent
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1Year
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Provide technical and product support to clients ensuring timely resolution of issues and a positive customer experience. This is achieved by attending to customer queries as well as identifying product issues/enhancements and query trends.
- Deliver integration and product support to clients including onboarding and troubleshooting;
- Manage support tickets ensuring SLAs are met and issues are effectively triaged and resolved;
- Identify root causes provide workarounds and communicate resolution status to all stakeholders;
- Monitor integration and processing systems proactively to prevent and address client issues;
- Build strong client relationships drive product adoption and enhance user satisfaction;
- Contribute to continuous improvement by identifying product and process enhancement opportunities; and
- Develop and maintain internal/external support documentation including FAQs and knowledge base articles.
Requirements
We encourage all applicants to carefully review the required skills competencies and education levels outlined in the job description. This ensures that we can focus on candidates with the right qualifications leading to a more efficient and accurate evaluation of your application.
To ensure your application can be fully considered it is essential to complete the SAPIA assessment which will be emailed to you immediately after submitting your application. We kindly request that you complete the assessment within the next 3 days to proceed with the short-listing process.
We appreciate your prompt attention to this and look forward to reviewing your complete application!
- Minimum 1-2 years of working experience;
- Experience in customer experience management;
- Knowledge and experience in database technologies including SQL queries;
- Knowledge and experience in software development technologies;
- Knowledge and experience in networking and communication technologies;
- Knowledge and experience in Excel; and
- Understanding of payments technologies.
- Strong problem-solving and analytical abilities;
- Excellent verbal and written communication skills;
- Proven ability to deliver high-quality client service and build strong relationships;
- Detail-oriented with a focus on quality and continuous improvement; and
- Proactive self-driven and eager to learn.
Benefits
- Competitive salary structure including:
- Pension fund;
- Disability Benefit;
- Death Benefit;
- Dread disease; and
- Funeral Cover.
- Hybrid working arrangements are offered with some exceptions.
- Conveniently located at the "Great Westerford Building" on the Corner of Dean Street and Main Road with access to:
- Dean Street Arcade and Newlands Quarters with a variety of Restaurants and Coffee Shops
- Gym and Child Care Facilities (inside Great Westerford Building)
Core Competencies: Technical Proficiency Strong Sense of Urgency Effective Communication Skills Problem-Solving Abilities Attention to Detail Proactive Attitude Focus on Continuous Improvement
Employment Type
Full Time
