Customer Support Expert

6 days ago


Cape Town, Western Cape, South Africa Progressive Edge Full time

**Progressive Edge** is a Cape Town-based SaaS company that empowers restaurants with efficient reservation management solutions. We're seeking a skilled **Customer Support Expert** to join our team and provide expert guidance to clients.

About the Job

As a Customer Support Specialist, you will be the go-to expert for our clients, assisting restaurant teams in utilizing our cutting-edge software to its fullest potential. You'll troubleshoot issues, conduct training sessions, and build lasting relationships with customers.

Responsibilities
  • Master the software to provide expert guidance to customers.
  • Offer top-notch customer support through email and phone, addressing client inquiries promptly and professionally.
  • Conduct client training sessions, enabling restaurant teams to maximize the software capabilities.
  • Handle inbound support tickets, ensuring issues are resolved or escalated appropriately.
  • Troubleshoot and assist clients with account updates, configuration changes, and technical queries.
  • Build strong professional relationships with customers, becoming a trusted partner in their success.
  • Collaborate with team members to achieve individual and team goals and ensure client satisfaction.
Requirements
  1. A strong passion for the restaurant industry and/or experience in the food and beverage or hospitality sector.
  2. At least 3 years+ of experience in a customer support or customer service role but preferably more.
  3. Exceptional communication skills, with fluency in English (both written and spoken).
  4. A friendly, people-focused demeanor, with a knack for problem-solving and active listening.
  5. Proficiency in learning and using software tools quickly, with a natural aptitude for technology.
  6. Self-motivated and organized, with excellent time management skills.
  7. Ambitious yet humble, with a willingness to reflect, learn, and grow.
  8. Relevant formal education or proven work experience in a similar role.


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