Customer Support Consultant

SEEKING:Customer Support Consultant

FOR: Full-Time Position

MISSION STATEMENT:

Inoxico is emerging as a leading provider of data on companies in Africa. Our customers primarily use this data to assess credit risks with their trade partners or to check if their suppliers are above this exciting data space our researchers analysts and software developers work tirelessly to deliver the best possible customer experience and data output.

As a customer support consultant you will be responsible for developing customer relationships that promote retention customer appreciation and loyalty by establishing a professional customer journey with them from their onboarding adoption training and general customer service. You will collaborate effectively with sales marketing product and development in order to equip you to help customers achieve their desired outcomes maximize their ROI and continuously improve the customer experience in order to ensure that they will recommend Inoxico in the market this creating a long-term value for Inoxico.

You will be part of a dynamic sales team that is at the center of Inoxicos disruptive strategy having access to world-class software development capabilities and a dynamic leadership team at Inoxico to support you in achieving these goals.

ABOUT US:

Inoxico is a fast-growing tech company specializing in data and analytics to provide our clients with powerful insights into the credit they extend to businesses. Trade credit drives business in developing markets and Inoxico aims to be the leading decision engine for trade credit globally.

OUR EMPLOYER VISION:

We are a young diverse and dynamic team of characters that thrive in a fast-moving competitive environment full of opportunity and the latest tech. Our growth path challenges all employees to look beyond their job descriptions and to improve relentlessly and we support our staff in doing just that.

VALUES: Extreme Ownership Relentless Learning Excellence

LOCATION: 11 - 13 St Andrews Road Parktown Johannesburg

RESPONSIBILITIES

Customer Onboarding (25%)

• Set up Inoxicos systems for customer users to have access to the correct products at the correct price within the agreed timeframe by:
  • 
    Creating Customer Profiles
    
• Set up customer kick-off meetings to ensure
  • • Requirements are documented
    • 
      The playbook is completed with the client
      
      

• Hand over all new clients to Operations
• 
  Ensure that all customer configuration requirements are completed accurately during onboarding and that they are documented and communicated to all relevant stakeholders in order to ensure successful implementations - especially custom requirements by:
  • 
    Completing and documenting requirements
  • 
    Presenting back the solution
  • 
    Training
  • 
    Ensuring all information is correctly captured on all relevant internal tracking systems

CustomerTraining(25%)

• Plan prepare and conduct professional in-person and/or remote customer training on all Inoxicos products
• Ensure that additional customer requirements are properly documented and communicated to all relevant stakeholders for successful implementations
• 
  Ensure documentation of frequently asked questions during customer training sessions

SupportDesk(25%)

• Resolve all support requests from both internal and external stakeholders
• Ensure timely and professional responses to all queries
• 
  Maintain high-quality relationships with all internal and external stakeholders
• 
  Management of requests for registration and other documents from Inoxicos partners and suppliers
• 
  Execution of other ad-hoc tasks where required

Customer Retention(10%)

• Ensure retention of existing customers
• 
  Make necessary updates to customer accounts as and when required
• 
  Identify customer-related risks that need to be addressed to ensure retention
• 
  Identify additional training needs through customer engagement
• 
  Identify customer-related opportunities that can increase revenue
• 
  Analyse usage stats and feedback to relevant internal stakeholder/s

Continuous Improvement (5%)

• Build and maintain knowledge of Inoxicos systems data and processes
• Analyse trends from data accessible to you and provide recommendations for improvement
• 
  Interact with Product Development team to assist with correct prioritisation of improvements to Inoxicos products and services

Project Management (10%)

• Setting up and running customer kick-off meetings and including all relevant stakeholders in order to gain an accurate understanding of client requirements
• 
  Minute all kick-off meetings
• 
  Formulate and document a project plan for all customers
• 
  Coordinating and running with weekly tracking meetings
• 
  Setting up weekly project meetings
• 
  Completing weekly reports on all project status/risks and challenges per customer project

GROWTH VISION:

Customer Support is a new and fast-growing profession that offers challenging and rewarding opportunities. This role is key to the successful execution of our entire operation and critical in keeping customers happy. The role will enable you to gain a deep understanding of all of Inoxicos products and services and how they fit into the value proposition to our customers. This exposure is key for anyone wishing to play a role in sales.

REQUIRED QUALIFICATIONS:
(*critical)

• 3 years experience in a similar environment
• 3-yearuniversity degree preferred
• 
  Experience in customer support preferred
• 
  Basics of project management (Advantageous)

Required Experience:

Manager