Customer Care Consultant

4 months ago

Cape Town, South Africa RIB Software Full time

**JOB PURPOSE**:
The Customer Care Consultant will demonstrate excellent customer support as the primary point of contact for customers seeking assistance with the software. As part of a wider, global team they will demonstrate professionalism by using a patient, customer-centered approach to build trust, meet needs and deliver solutions in the Customer Care environment. They will be responsible for the support of several products from the RIB range, including RIB Candy and others as required.

**KEY ACCOUNTABILITIES**:
Customer Support:

- Answering all customer support calls, this will involve assisting with the out of business hours support rota for high priority issues.
- Responsibility for ticket resolution.
- Provide industry advice on how to solve real world QS/ Estimating/ Construction Management challenges so customers can get the very best out of the software.
- Support customers from any region, working with colleagues in the global RIB Customer Care team. - Liaise with customers’ IT departments to resolve issues.
- Maintaining RIB’s reputation for quality Customer Service.
- Assist with onboarding and licensing for RIB Customers.
- Raise, analyse, track and resolve support incidents for customers.
- Provide out-of-hours support, where required, for key incidents or customers.
- Maintain good customer relations by following up on support issues.
- Ensure customer satisfaction issues are escalated to management and other stakeholders and appropriate communication is maintained until their resolution.
- Work to identify potential customer satisfaction issues before they occur and take proactive steps to escalate and avert them where possible.
- Mentoring of new customer care consultants when required. - Collaboration with Salesforce when required.

Administration:

- Documenting and reporting software issues.
- Documenting and requesting enhancements items.
- Logging all Helpdesk enquiries, customer questions and issues on Service Console.
- Ensuring all support enquiries are timeously accepted, resolved, closed off or handover by COB.
- Documentation of resolutions for future reference.
- Technical writing of knowledge base content for Help Centres.

Problem Resolution:

- Diagnosing customer problems, gather details to assist problem solving and issue resolution.
- Provide a workaround if applicable to ensure continuity that the customer can resume working.
- Ongoing liaison with customers until support calls are resolved.
- Record the step-by-step process to replicate customers’ issues in accordance with current procedures.
- Report software issues to the Development Team in accordance with current procedures.
- Liaise with the Development Team for escalated issues and co-ordination of the response to the customer.
- Undertake testing of bug fixes and pre-release versions of the software as and when required and provide feedback in accordance with current procedures.

Continuous Improvement:

- Acquire a deep understanding of RIB products.
- Keep abreast of construction industry trends and developments in construction software technologies.
- Keep abreast with software changes and announcements, by participating in Sprint Reviews and Technical meetings.
- Identify areas for continuous improvement beyond the daily scope of the role.
- Provide internal training to others in relation to information learned through research and resolution of support issues, as appropriate.

**SKILLS & EXPERIENCE**:

- Communication (written & verbal), Advanced level - Ability to effectively communicate business propositions or creative concepts.
- Interpersonal Skills & Teamwork, Advanced level - Ability to work cooperatively with team members and influence cross-functional teams without formal authority.
- Logic & Problem Solving, Expert level - Ability to solve problems in a logical manner with an investigative and inquisitive mind.
- Construction Management, Advanced level -Industry specific experience in Construction Management. Cost Estimation/Quantity Surveying.
- Business Acumen, Advanced level - Ability to understand commercial business agendas and customer/user need.
- Time Management & Personal Organization, Advanced level -Ability to priorities, organize and manage workload from start through to the desired result within the scheduled timeframes.
- Analysis & Reporting, Advanced level - Ability to analyze data or processes to extract relevant information or disseminate & correlate data, resulting in effective reporting or research.
- Creativity & Lateral Thinking, Advanced level - Ability to conceptualize and think creatively as well as impart the vision to others.
- Listening Skills, Expert level - Patience to actively listen and correctly interpret aural information.
- Composure, Expert level - Ability to remain cool under pressure and handle stress.

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

Pay: R550 000,00 per year

**Education**:

- Diploma (preferred)

**Experience**:

- construction industry: 1 y

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