Customer Success Consultant

6 months ago

Cape Town, South Africa AnyVan Ltd Full time

AnyVan makes moving anything anywhere, easier, more affordable and greener for everyone. With Over 8 million customers across the UK and Europe since our launch over a decade ago, we’re proud to be known as the largest, fastest growing tech company in the logistics industry.

Like many popular marketplaces, we’re asset light - i.e., we don’t own any vehicles or employ any drivers. We work with our transport partners and use technology to disrupt the entire delivery and moving process to optimise the most efficient journeys.

Sustainability is a core part of AnyVan’s mission. We’re proud to say we’ve achieved carbon-neutral status on all our transport moves, and we won’t stop here

**So if you want to move your career forward we'd love to hear from you**

As a Customer Success Consultant at AnyVan, you will play a pivotal role in guiding our customers through every stage of their journey, from booking a job to its successful completion. With a hands-on approach, you'll provide personalised support and keep customers informed about the progress of their bookings, ensuring a smooth and transparent experience from start to finish.

**What you'll be doing**:

- Guide customers through the entire process, from booking their job to overseeing its completion, offering support and guidance at every step along the way.
- Proactively engage with customers who express a desire to cancel their bookings, addressing their concerns and striving to retain their business.
- Provide valuable feedback to the sales leadership team based on insights gained from customer interactions, contributing to the continuous improvement of our sales processes and strategies.
- Utilise HubSpot to effectively manage and track customer interactions, ensuring timely follow-ups and maintaining accurate records of all communication.
- Handle a high volume of inbound and outbound calls, demonstrating professionalism and empathy in every interaction.
- Work to a range of targets and KPI's
- Leverage your experience in customer success and account management to anticipate and address customer needs, create / build great customer relationships and driving customer loyalty.
- Collaborate closely with cross-functional teams, including sales, operations, and customer support, to ensure a cohesive and unified approach to customer success.

**Skills and experience we think you'll need to be successful in the role**:

- Previous experience in a customer success or account management role, preferably within a fast-paced environment.
- Excellent communication skills, both written and verbal, with the ability to effectively engage with customers at all levels.
- Strong problem-solving abilities and a proactive approach to addressing customer concerns and resolving issues.
- Proficiency in using CRM software, with experience in HubSpot considered a plus.
- Ability to thrive in a dynamic and rapidly evolving startup environment, with a passion for driving customer satisfaction and retention.
- Proven track record in meeting and exceeding KPI's and objectives set
- A results-oriented mindset, with a track record of meeting or exceeding performance targets and KPIs.
- Exceptional organisational skills and attention to detail, with the ability to multitask and prioritise effectively.
- A collaborative and team-oriented approach, with the flexibility to adapt to changing priorities and responsibilities
- This role will work Monday to Friday shift patterns from our office in the central business district in Cape Town with one weekend per month

**Company Benefits**:

- Highly competitive salary R18,000- 25,000 per month base salary depending on experience
- Commission structure
- R1000 Medical Aid contribution per month
- 5% contribution towards pension fund
- 20 days holiday a year, plus bank holidays
- In-house barista
- Friday drinks and regular social activities

**DE&I**

In our pursuit of fostering an inclusive and diverse workplace, we invite individuals from all backgrounds to join us in our mission. Together, let's create a culture where every voice is heard, every perspective is valued, and every person is empowered to thrive.

Please note if we are able to support visa sponsorship it will be highlighted in the requirements section of the job advert.

**Working Patterns**

We are extremely proud of our culture and believe in the many benefits that being in the office provides - all our roles require regular time in our office in the central business district in Cape Town.

We do not offer fully remote roles but we support hybrid working wherever possible (3 days in office, 2 days from home). However, to meet the needs of our customers and business operations many of our Operational and Commercial roles are fully office based.

**Our Values Are Own, Drive, Deliver**:
**Own - Have fun, get it done**

Work hard, play harder

Satisfaction in results

Do the right thing

**Drive - Progress Over Perfection**

Innovate and disrupt

Curious and ad

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