Customer Service Advisor

4 months ago

Cape Town, South Africa amplify5 Full time

**Key purpose of the role**

amplify5 is opening a world of new possibilities as we grow our client relationships and campaigns, and as we do so, another exciting opportunity to join our team as an Onboarding Specialist has arisen.

If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, innovative environment, we want to hear from you.

The Onboarding Specialist supports new clients by explaining the value of key product features and enabling their initial setup to ensure success. The Onboarding Specialist will be a welcoming and empowering face of the company to drive strong customer satisfaction.

**Responsibilities**
- Supports low-tier accounts by engaging in a one hour synchronous video session
- Proactively and quickly engages the customer at the start of the call to gain a strong rapport and communicate the goal of the call
- Demonstrates curiosity by asking discovery questions to gain an understanding of the customers pain points and goals.
- Actively listens to ensure customers pain points are addressed during the call via the appropriate product features while listening for upsell opportunities.
- Follows call guide while appropriate balancing the needs conveyed by the customer
- Tailors content and communication style to service a variety of stakeholders from senior executives to end-users.
- Meticulously documents post-call notes to reflect the customers pain points, goals features reviewed, activities performed, and overall sentiment of the customer during the call.
- Comfortable learning new systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and health of account in an efficient manner.

**Performance Metrics**
- Customer Satisfaction
- Customer Retention
- Documentation accuracy

**Qualification**
- Matric (Completed)

**Experience**
- Minimum of 2 years' unbroken experience in a customer service role, preferably in an international Contact Centre role.
- Minimum of 1 year experience with using popular CRM platforms and/or SaaS business model
- Minimum of 1 year experience hosting video-based call scenarios or interviews
- Demonstrates a genuine curiosity and customer-focused mindset
- Willing to work UK and US Hours, if required.

**Competencies**
- Exhibits self-awareness and self-management
- Interpersonal Skills
- Demonstrates excellent active listening skills in order to quickly synthesize information
- Communication Skills

In return you will work for a people focused business, which is rapidly growing and offering great opportunities to the team. You will be based in world class office facilities and supported by a dedicated, hands-on leadership team.

Pay: R8 000,00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you willing to work UK and US hours if required?

**Education**:

- High School (matric) (required)

**Experience**:

- CRM or SaaS: 1 year (required)
- hosting video-based call scenarios or interviews: 1 year (required)
- International Customer Service: 2 years (required)

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