Are you a Customer Success Manager who's not concerned with shaking off that title? We also call it Advice because we believe the best way to attract and retain happy customers is not by selling them anything but helping them buy. You will be providing incomparable levels of delight to prospective and existing customers. About the Company We pride ourselves immensely on the product we provide and the service we deliver it with. We believe that all South Africans can expect, and receive, consummately professional, world-class customer service. We offer exceptional telephone services to businesses. With our telephone system in the cloud, we offer South African businesses the flexibility to work where and how they want and manage everything themselves. We call it Freedom. About the Job The position involves responding to a prospect's needs and using your knowledge of Voys' cloud-based phone system to advise on the best solution. You will be guiding the customer from initial contact, through the proposal stage, to sign-up, onboarding and account management. You will be contacting warm leads and following up through the sales pipeline up until the prospect signs up and becomes a happy Voys customer. It will be up to you to make sure our customers are onboarded successfully and receive as much value from our service as possible. We also expect you to deal with cancellation requests from our customers and try to retain them. For your on-the-job training, aka onboarding, you'll be expected to be proactive in the process and learn quickly. Once fully up-to-speed (2-3 months), you'll be sending lots of emails and be on calls that can take up a good chunk out of your day. This is a significant volume, so be sure that you're ready and able to deal with that kind of daily load — peers are supportive and available for guidance but there is no hand-holding This job is not for everyone. You're required to meet your targets without direct managerial supervision. It's your personal responsibility to uphold Voys' standards for yourself and your team members. The workload and pace are high. Being on top of your game is paramount. Juggling the immediate needs of customers as well as staying on top of your to-do's is no easy feat. What you'll be responsible for Taking inbound advice calls. Offering advice on the Voys offering and infrastructural requirements e.g. connectivity, last mile, LAN etc. Proactively making suggestions with regard to the ideal setup for the customer based on their specific situation and needs. Actively sharing gained insight and knowledge with colleagues. Proactively assisting customers with their questions, issues, and requests as well as the setup of their account and related services. Customer retention: handling all cancellations requests. Building lasting relationships with your customer base. Skills Making raving ambassadors out of current and future customers Excellent communication skills, both written and verbal Diplomatic and tactful Stress tolerant and great at shifting priorities as demands change Troubleshooting Extremely well organised Conscientious Tenacious Resourceful Analytical High level of curiosity Fast learner Continuous improvement mindset Self-management Qualification Must have Matric, be comfortable working on computer systems, especially CRM and ticketing systems, and have at least 3-5 years experience in a customer facing role. R21 100 - R23 769 benefits per month Apply Now

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Customer Success Manager Gardens, Cape Town - Cape Town City Centre

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