Customer Engagement Consultant - Software Support

SUMMARY:

• Customer Engagement Consultant

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.

• 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

• 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

• Report bugs via escalating DevGo2's (following correct process)
• Report back on client enhancement requests and product feedback

• 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 working in collaborative teams
• Prior experience in a frontline team
• Prior experience in tourism and with reservations or other leisure industry systems and software.

• 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