Customer Experience Manager
2 weeks ago
Contact person for this position:
Ronel Bakker
Job Overview
Applicant based in Johannesburg to provide remote customer support in **German & English** to foreign company.
Responsibilities and Duties
- Customer support provided on cloud-based platform
- Customer onboarding
- Explain and convince customer (if needed) why a registration makes sense
- Help customers to setup company profile on platform
- Support customers throughout user journey
- Exceptional product knowledge to address all customer questions
- Answering support tickets from customers
- Ensure customer satisfaction and provide professional customer support
- Regression testing of the cloud platform (automated & manual)
- Reporting on customer experience
- Keeping records of customer interactions, transactions, comments, and complaints
- Providing feedback on the efficiency of the customer service process.
Skills & Attributes
- Strong customer orientation and strong customer interaction skills
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicating with customers through various channels.
- Communicating and coordinating with colleagues as necessary.
- High motivation to solve problems
- Multitasking
- Hard working and reliable
- Trustworthy and honest
- Ability to troubleshoot and work under pressure
- Positive, encouraging and enthusiastic
Knowledge, Experience & Key Requirements
- Relevant experience working in same or similar customer-facing role.
- Initially work remotely from home. May be required to work from designated office in future and commits to this.
- Must have an office set-up with reliable wi-fi and power supply.
- Laptop provided.
- Must reside in Johannesburg.
- Own transport required.
- Fluent in German & English.
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