Service Consultant

Cape Town, Western Cape, South Africa · Service Centre expand job description ↓

Description

Where you can make a difference:

Clickatell is the technology company that enables brands to delight their customers with innovative, customer-centric solutions, giving them more time for what really matters.

Purpose:

The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels. Attend to and log all telephonic, email, add chat queries on the CRM system. Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned. Assist customers with queries relating to payments, support and the like. General client relations and administrative tasks.

Requirements

The Role of our Champion:

  • Achieve agreed set goals
  • Meet productivity targets as determined by individual contract
  • Quality targets met as per email monitoring QA process
  • Client’s technical/sales queries resolved or escalated to appropriate departments
  • Ensure data administration and integrity

The Capabilities of our Champion:

  • Live up to our values: Be the Champion! Be Curious, Be Collaborative, Be Courageous, Be Creative.
  • Excellent communication: Strong written and oral communication skills which can be adapted to a range of audiences
  • Availability to work in a 24 x 7 x 365 environment
  • Computer literate (MS Office, MS Windows, Internet and email)
  • Foresight, analysis and logic, systematic and orderly planning skills
  • Customer service orientated
  • Must work well in a team
  • Results orientated
  • Pro-active
  • Good written and verbal communication skills
  • High tolerance level/patience
  • Analytical integrity
  • Logical thinker (strong troubleshooting skills)
  • Work / perform well under pressure

Our Champion's Journey so far:

  • IT diploma an advantage
  • Knowledge of the technical aspect of operating systems and Internet
  • Customer service experience
  • Troubleshooting experience
  • Basic selling experience
  • Strong typing skills

Benefits

Why you will love being here:

  • Competitive salary paid monthly
  • Medical aid contributions
  • Quarterly performance incentives
  • Pension fund contribution
  • Group life cover
  • Undercover parking
  • Half day off on your birthday
  • 5 “personal” days leave a year, over and above your normal annual leave.
  • Staff events, daily popcorn, snacks, cool offices. All the things that make Clickatell a fantastic place to work.


Preference will be given to candidates who will enhance the diversity of the team and contribute to employment equity within the Company provided that the competencies and minimum requirements for the position have been met.

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