Client and Support Specialist

7 days ago

Cape Town, Western Cape, South Africa Recruit for Africa Full time

We are looking for a creative, organised and tech-savvy individual to be part of a brand-new Online Platform that will specialise in promoting the Artisan Industry. The Client Liaison and Support Specialist will be able to work independently from anywhere and will be required to attend bi-monthly meetings with the founder. This role is pivotal in ensuring smooth operations for both sellers and buyers, making it a key part of delivering a positive experience on the platform. The successful specialist will have to have internet access, their own laptop / computer and cell phone with Data / Whatsapp to ensure smooth communicating.

Key Responsibilities:

1. Seller Support:

- Assist sellers with onboarding, setting up their mini shops, and navigating the platform.

- Provide guidance on creating effective listings, including tips for product photography and

descriptions.

- Address any technical issues sellers encounter, liaising with the tech team as needed.

2. Customer Service:

- Respond to general emails and customer queries.

- Handle inquiries related to order status, refunds, and product information.

- Monitor and manage customer feedback and reviews, ensuring any negative feedback is

addressed promptly and professionally.

3. Account Management:

- Develop and maintain positive relationships with key sellers, acting as their main point of

contact.

- Monitor seller performance and provide feedback or additional support to help them meet

sales targets.

4. Content and Communication:

- Draft and distribute newsletters or updates to sellers, keeping them informed about new

features, promotions, or changes on the platform.

- Assist in creating FAQs and support documentation for sellers and buyers.

5. Administrative Support:

- Manage scheduling, appointments, and correspondence for the team, especially

related to seller meetings and training sessions.

- Maintain organised records of seller interactions, feedback, and performance metrics.

6. Data Analysis and Reporting:

- Track key performance indicators related to seller engagement and customer satisfaction.

- Compile reports on common issues or questions to help improve the app''s user experience

and support processes.

7. Training and Development:

- Assist in developing training materials or sessions for new sellers, ensuring they understand

how to maximize their use of the platform.

- Provide one-on-one or group training as needed.

8. Feedback Loop:

- Act as a liaison between sellers, customers, and the development team to relay

feedback and suggest improvements to the app.

- Regularly collect feedback from sellers and customers to help inform product enhancements

and new features.

9. Crisis Management:

- Handle urgent or high-priority issues with a calm and solution-focused approach,

coordinating with the relevant teams to resolve problems quickly.

Minimum Requirements:

- Must have Matric, a diploma or degree in business, communications, marketing, or a related field would be advantageous.

- Experience working in customer service, client liaison, or administrative roles

- Basic understanding of sales and customer support processes, with an emphasis on digital platforms.

- Strong Communication Skills (verbal and written).

- Problem-Solving Abilities.

- Tech-Savvy: Comfortable using various digital tools, software, and apps. Familiarity with CRM systems, customer support platforms, and basic data analysis tools would be beneficial.

- Organisational Skills and attention to detail.

- Interpersonal Skills.

- Proactive Attitude.

Salary negotiable (based on experience)

Start date: May 2025

To apply for the Client Liaison and Support Specialist | Online Platform | Artisan industry position please send your detailed CV in a Word document and a recent photo of yourself.

ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

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