Customer Care Consultant

7 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

  • Customer Care Consultant

    6 months ago

    Cape Town, South Africa Tower Group Full time

    Our clients based in Observatory at Black River Park is seeking to employ a Customer Care Consultant on a Contractual basis. **Role Description**: The Customer Care Consultant plays a crucial role in ensuring the seamless and effective handling of all logistics-related customer escalations, working closely with the logistics team to provide world-class...

  • Sales, Training and Customer Care Consultant

    7 months ago

    Cape Town, South Africa E2E Staffing (PTY) LTD Full time

    We are assisting our client with the Recruitment of this exciting position based in the Western Cape  Department : Sales / Customer CareReports To : Consultant Manager and GM Sales and Customer CarePersonal Strengths Required: Presentable, good communication skills, ability to solve problems.Main Purpose:Conducting Sales Presentation in line with clients...

  • Customer Care Liaison

    6 months ago

    Cape Town, South Africa The Recruiters Full time

    **Title**: **Customer Care Liaison**: **Salary**: - 18000 **Description**: - A fantastic opportunity has come up for an outgoing person who is passionate about customer service. You will be required to call on 10 - 15 clients per day in order to ensure service level agreements are being met and that they are receiving excellent customer service. There is...

  • Customer Care Ambassador

    7 days ago

    Cape Town, South Africa Taylor & Hart Full time

    Role**:Customer Care Ambassador** Reporting to**:Head of Customer Care** Location**:Remote, based in SA** Hours**:Sundays - Thursdays, 11:00 AM - 8:00 PM +GMT (Initial training days may differ)** Start date**:ASAP** Salary per year**:R 300 000 + 20% Quarterly bonus** **Overview** Taylor & Hart is an e-commerce bespoke jeweller specialising in...

  • Customer Consultant

    6 months ago

    Cape Town, South Africa audibene Full time

    Customer Consultant Job Description We are looking for a Customer (Sales) Consultant to further strengthen our sales team here in South Africa. Join us now, as we are shaping this fascinating, tech savvy consumer healthcare space! **About the role**: We are looking for highly motivated, independent, and empathetic customer consultants to grow our business...

  • Renal Care Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa National Renal Care Pty Full time

    Job Title: Renal Care SpecialistWe are seeking a skilled Renal Care Specialist to join our team at National Renal Care Pty in the Western Cape.About the RoleThis is a challenging opportunity for an experienced Registered Nurse/Clinical Technologist to work as part of our renal care team. As a Renal Care Specialist, you will be responsible for performing...

  • Customer Consultant

    7 months ago

    Cape Town, South Africa audibene Full time

    Customer Consultant Job Description Join us now, as we are shaping this fascinating, tech savvy consumer healthcare space! **About the role**: We are looking for highly motivated, independent, and empathetic customer consultants to grow our business within the South African market. At 3 years old we are a small team with big ambitions: to be THE go-to...

  • Customer Care

    6 months ago

    Cape Town, South Africa Mérieux NutriSciences Full time

    Customer Care Cape Town Regular MERIEUX NUTRISCIENCES As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 27 countries, we offer to our customers a wide range of testing and innovative solutions dedicated to preventing health risks related to food,...

  • Customer Support Consultant

    2 months ago

    Cape Town, South Africa RoomRaccoon Full time

    Title: Customer Support Consultant / Customer Care Consultant Type: Fulltime Terms: Onsite Location: Only considering applications-based in South Africa Who are we? Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110...

  • Customer Care Consultant

    6 months ago

    Cape Town, South Africa CallForce Full time

    Job Summary We are seeking a dedicated social media community manager consultant to join our team. As a community manager, you will play a critical role in ensuring our customers receive prompt and efficient assistance through online chat and messaging platforms. Your primary goal will be to provide excellent customer service and resolve customer inquiries...

  • Customer Care Consultant

    6 months ago

    Cape Town, South Africa Callforce Direct Full time

    Job Summary We are seeking a dedicated social media community manager consultant to join our team. As a community manager, you will play a critical role in ensuring our customers receive prompt and efficient assistance through online chat and messaging platforms. Your primary goal will be to provide excellent customer service and resolve customer inquiries...

  • Somatologist Position in Cape Town

    3 weeks ago

    Cape Town, South Africa HN consultant Full time

    Job Advertisement: Somatologist Position in Cape Town We are seeking a skilled and passionate Somatologist to join our medical practice in Cape Town. This is an excellent opportunity to work alongside a doctor in a professional and supportive environment dedicated to advanced skin and body care treatments. Key Responsibilities Perform a range of...

  • Customer Care Assistant: Customer Care

    7 months ago

    Cape Town, South Africa Western Cape Government Full time

    **Job Purpose**: The Department of Social Development, Western Cape Government has an opportunity for a competent individual to provide customer care support. The successful incumbent must be willing to work under pressure and meet deadlines, have a positive attitude and be responsible. This post is based in Cape Town, CBD. **Minimum Requirements**: Senior...

  • Customer Care Consultant

    2 months ago

    Cape Town, South Africa RoomRaccoon Full time

    Room Raccoon: Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Our benefits include equity, formal training budget...

  • Renal Care Specialist

    4 months ago

    Eastern Cape, South Africa National Renal Care Full time

    **Job Ref #**: 00932 **Industry**: Pharmaceutical And Medical/Healthcare **Job Type**: Permanent **Salary**: Market Related Description: National Renal Care is a leading comprehensive kidney disease management provider in South Africa. Our organisation fosters a collaborative work environment where compassion, digital innovation, and clinical excellence...

  • Customer Service Consultant

    6 months ago

    Cape Town, South Africa CallForce Direct Full time

    **Role Purpose**: The VodaPay Customer Care Close Loop Consultant is responsible for recovering poor service experiences for Vodapay customers that rate Vodapay service surveys on the App, Tobi and also live chat. These consultants will be responsible for initiating contact with all Vodapay TNPS detractors, passives and not limited to these, by contacting...

  • Customer Care Officer

    4 months ago

    Cape Town, South Africa Sea Harvest Full time

    **Job Purpose**: **Job Dimension**: - Respond to customer enquiries with intention and attention to detail, ensuring full information and excellent quality service on FreshDesk - Provide solutions and exceptional experiences, resolving issues efficiently - Maintain high customer satisfaction through problem-solving and best-in-class service - Foster a deep...

  • Client Care Consultant

    4 months ago

    Cape Town, South Africa Sanlam Full time

    **What will you do?** - A position for a **Client Care Consultant** exists in the Brand Shared Services, Client Care area, based at Santam Head Office in **Bellville.** - The incumbent will play a key role in effectively and timeously handling all complaints, requests and enquiries in line with products and services provided by Santam, with due consideration...

  • Customer Support Consultant

    1 month ago

    Cape Town, South Africa RoomRaccoon Full time

    Room Raccoon Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Title: Customer Support Consultant / Customer Care...

  • Customer Support Consultant

    2 months ago

    Cape Town, South Africa RoomRaccoon Full time

    Room Raccoon: Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Our benefits include equity, formal training budget...