Customer Engagement Consultant

SUMMARY:
Customer Engagement Consultant

POSITION INFO:
Job description (Details of the position i.e. duties):

Frontline product support:

-         Attending to in/out Frontline requests
-         Escalating investigative queries to second line support/consulting
-         Correct time logging
-         Correct ticket admin (time logs, Client ID, Summary, ticket details)
-         Closure of completed tickets
-         Follow user guides/SOPs where possible, ensuring consistency and quality of work
-         Report back to your TL on areas lacking documentation/guides
 
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 chats:

-         Quick turnaround time on IM chat responses
-         Follow internal SOPs (ensuring quality responses and follow up)
-         Opening tickets related to items raised on IM chats
-         Ensure IM chat roster is being followed and that your shifts are covered
 
Customer engagement:

-         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:

-         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 when required
 
Feedback to team leaders:

-         Escalate any concerns to your TL/HR as needed
-         Regular feedback to your TL on personal development / issues / needs
 
Experience, Qualifications and skills:

Experience:

-         Experience working in collaborative teams
-         Prior experience in a frontline team
-         Prior experience in tourism - advantageous
 
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:
IT, Tourism