Client Service Officer

4 months ago

Johannesburg, South Africa ELO Digital Office Full time

**About ELO Digital Office**:
ELO Digital Office is a global leader in enterprise content management (ECM) solutions, providing cutting-edge technology to help organizations optimize their document management, workflow automation, and digital transformation processes. Our mission is to deliver innovative solutions that enhance productivity and drive efficiency.

**Position Overview**:
**Key Responsibilities**:

- **Client Consultation & Support**:

- Serve as the primary point of contact for clients, providing expert advice on the effective use of ELO Digital Office’s ECM solutions.
- Understand client needs and translate them into tailored ECM strategies and implementations, ensuring alignment with business goals.
- Provide both remote and on-site support for clients, addressing technical issues, system configurations, and user training.
- **Implementation Assistance**:

- Collaborate with clients and internal teams to implement and configure ECM solutions, ensuring seamless integration with existing systems.
- Support the development of customized workflows and document management processes to meet the specific requirements of each client.
- Conduct system testing, troubleshoot issues, and resolve any challenges during deployment.
- **Training & Onboarding**:

- Conduct client training sessions on ECM functionalities, ensuring end users are equipped with the necessary knowledge to maximize the system’s potential.
- Develop user guides, training materials, and documentation to help clients fully leverage ELO Digital Office’s ECM offerings.
- **Relationship Management**:

- Build and maintain strong, long-lasting client relationships, acting as a trusted advisor on all aspects of ECM solutions.
- Work closely with the sales and customer success teams to identify upsell opportunities, ensuring clients continue to benefit from new ECM features and solutions.
- Provide ongoing client consultations, offering strategic guidance on ECM best practices and industry trends.
- **Issue Resolution & Escalation**:

- Address and resolve client issues in a timely and professional manner, ensuring mínimal disruption to client operations.
- Escalate critical issues to the technical team when necessary, and follow up to ensure a satisfactory resolution for the client.
- **Feedback & Continuous Improvement**:

- Actively gather client feedback to improve product offerings and service quality.
- Share insights with product development teams to enhance features based on real-world use cases and client feedback.

**Qualifications**:

- **Education**:

- Bachelor's degree in Information Technology, Business Administration, or a related field. Relevant certifications in ECM, SaaS, or IT solutions are a plus.
- **Experience**:

- 3+ years of experience in a client-facing role, preferably in the ECM, SaaS, or software industry.
- Proven experience in implementing and supporting ECM solutions or other enterprise-level software.
- Experience working with document management systems, workflow automation, and digital transformation tools.
- **Skills**:

- Strong understanding of ECM platforms and solutions.
- Excellent communication and interpersonal skills, with the ability to present technical concepts to non-technical stakeholders.
- Problem-solving and analytical abilities to diagnose and resolve client issues efficiently.
- Ability to work collaboratively with cross-functional teams, including technical support, sales, and product development.
- Experience using CRM and support ticketing systems (e.g., Salesforce, Zendesk) is a plus.

**Key Competencies**:

- **Customer-Focused**: A commitment to delivering excellent service and ensuring clients are fully supported throughout their journey with ELO Digital Office.
- **Technical Aptitude**: Deep knowledge of ECM technologies and the ability to quickly learn and adapt to new software features and updates.
- **Effective Communication**: Ability to articulate complex technical solutions in simple, clear terms that clients can easily understand.
- **Proactive Problem-Solving**: Anticipates client needs and proactively resolves challenges to ensure a positive client experience.
- **Team Collaboration**: Works effectively with other departments to ensure clients receive comprehensive, seamless support.

Pay: R5 000,00 - R12 000,00 per month

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