Customer Support Agent - - Germiston

QUALIFICATIONS & EXPERIENCE

Certificate in Project Management will be advantageous.
3-year university diploma preferred.
3+ years experience in a similar role and environment.
Experience of successful liaisons with both customers and internal stakeholders.

DUITES & RESPONSIBILITIES

Support Desk Management

Investigate and resolve support requests from both internal and external stakeholders.
Diagnose and troubleshoot technical issues.
Ensure that queries are resolved in a timely and professional manner.
Maintain high-quality relationships with all internal and external stakeholders.
Proactively identify software issues and liaise with relevant stakeholders to rectify.
Conduct root cause analyses of all queries to understand the drivers of issues.
Guide users through a series of actions, either telephonically, by email or chat, until they have solved the issue where required.
Track system issues through to resolution within agreed SLAs.
Provide prompt and accurate feedback to internal and external stakeholders regarding the status of their unresolved queries.

Customer Retention

Ensure retention of existing customers
Liaise with Customer Success regarding 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.

Continuous Improvement

Build and maintain knowledge of Supplier Rates systems, data, and processes.
Document steps required to resolve technical queries and share with relevant team members.
Analyse trends from data accessible in Supplier Rates ticketing system and provide recommendations for improvement to products and services.

Should you be interested and meet the above criteria kindly forward your CV.

The company reserves the right to add, modify or remove this position at its sole discretion.
Correspondence will only be conducted with short listed candidates. Should you not hear from us 14 days after the closing date, please consider your application unsuccessful. Apply Now

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