Customer Success Advisor

4 days ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single
- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse

Our passion is to provide customers with a completive advantage in their incredibly competitive world. We have done this so far by providing flexible, industry specific solutions; software, technology, advice, guidance and expertise built over 40 years of servicing their specific market.

Great Software solutions don’t happen without great people. We have the best software solutions for our market because we have the best people.

Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities. The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer. Customers Success will manage all issues affecting customer sentiment and work on plans to increase this. The Customer Success Advisor will be responsible for managing initial customer interactions and driving success for customers through improving communication and collaboration across support teams. They will work with the Global Customer Success Managers to identify customers who might need additional support from recognising customer sentiment and providing appropriate advocacy for the customer within KCS.

Key Responsibilities:

- Undertaking Support administration tasks, to include
- Provide a professional and prompt service to Customers for call progress enquiries and escalations
- Obtaining additional information from Customer for Support cases so that there is sufficient information for the case to be progressed
- Work with members of the wider Support team and other departments to ensure that Customers receive a prompt and efficient service
- Running Customer reports
- Sending and processing disclaimer letters, for example KCC user and Admin User access
- Maintain the Customer data within the systems used by the Support team, to include
- Cherwell
- Cherwell Customer Portal
- KCS Online
- Using the call logging system correctly ensuring that their calls are updated on a regular basis with actions undertaken and escalating where appropriate
- Alerting the Customer Success Managers and / or Support Leadership team as necessary regarding sensitive Customer issues
- Work with the Global Customer Success team on initiatives that include
- Drive a culture of Customer Delight
- Drive Customer Success strategies into the different Support Teams
- Help define, monitor and promote compliance of Service Level Objectives and manage these across the different KCS teams.
- Help to identify key performance metrics to understand customer technical health
- Monitor and manage customer service delivery focusing on KPI achievement and call reduction.
- Work on initiatives to influence customer behaviour
- Undertaking any other projects as required by their Manager

Key Requirements:

- Experience in an Administrative role
- Extensive experience in a Customer-focused role in a service-oriented environment
- Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
- Reasonable PC skills and preferable knowledge of Microsoft products including Work, Excel and PowerPoint
- Knowledge or reporting toolsets
- Preferably knowledge of Cherwell ITSM system
- Strong team player but still a self-starter
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._

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