Customer Service Support

2 weeks ago

Cape Town, South Africa GROW Educare Full time

**VACANCY ADVERT**
**CUSTOMER SERVICE SUPPORT**
**(Full-Time, Permanent position in Thornton, Cape Town)**

We are looking for a Customer Service Support Consultant who has at least 2 years customer support experience to join our team at our Head Office in Cape Town. This role reports to the National Operations Manager.

GROW Educare Centres is determined to bring 5-star early learning to every neighbourhood that provides children with the quality learning they need to set them up for success. To achieve our vision, we equip and connect ECD businesses with the skills, support and resources they need to run 5 Star Early Childhood

Development (ECD) centres that are also financially sustainable businesses.

You must have a Can-do attitude, be passionate about serving customers, relentless at trying to find the root cause of a problem and continually striving for improvement. Your core role is offering technical support, listening to customers and partners’ needs, understanding their current context and finding and communicating effective solutions. You will consolidate client service experience feedback from various sources and support the implementation and testing of features, process changes and other mechanisms that can improve the servicing of customers and the product offering.

**Responsibilities**:

- Communicate clearly and effectively with customers, colleagues, and management.
- Maintain a communicative style which is courteous, friendly and professional regardless of the circumstances and do this in a way to reduce anxiety and build confidence with users who are not tech savvy.
- Follow-up with customers to track problem resolution.
- Outbound calling, messaging to engage with inactive customers.
- Prepare and maintain accurate and timely documentation of all customer queries.
- Minimise case escalation, striving for first-contact resolution.
- Be the voice of the customer - consolidate and share customer needs and pain points to support software improvements
- Develop and maintain a broad and technical knowledge of our software products and services, continually learning as our solution evolves.
- Utliise data systems to provide internal and external reports when needed.
- Develop ad-hoc training and improve the onboarding tasks when needed.
- Provide in-person App support and training.
- Conduct testing on new functionality before it is released to market.
- Recommend improvement strategies and write up technical specifications for development team.

**Minimum Requirements**
- Customer Support experience (min 2+ years’ work experience)
- Advantageous: Customer support experience in a Tech or international company
- Proficient in MS Office and strong Excel skills, particularly in pivot tables
- Fluent in English and isiZulu or isiXhosa. In addition, fluency in other South African languages will be advantageous
- Undergraduate degree/ diploma

**Competencies**:

- Passionate about serving customers
- Identifies needs and asks questions to clarify issues, expectations and concerns
- Patient and emotionally intelligent when handling difficult customer/user situations
- Reduces anxiety and builds confidence with users who are not tech savvy
- Follows up with customers to ensure they are happy and problems are resolved
- Tech savvy - you are the person everyone goes to when their tech is not working
- Excellent communication and problem-solving skills
- Adaptable to the quick changing landscape of a start-up environment
- Proactive and able to work remotely and independently

**Remuneration Package: R17 200 per month**
**Closing Date: 23 January 2023**

**Job Types**: Full-time, Permanent

**Salary**: R17,200.00 per month

Application Deadline: 2023/01/23
Expected Start Date: 2023/02/01

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