Customer Experience Specialist

1 month ago

Cape Town, Western Cape, South Africa MRI Software Full time

We are MRI Software, a global industry leader in real estate software.

Our mission is to improve people's lives by providing flexible and game-changing solutions. To achieve this, we need the best employees on earth, like you.

We offer a work environment that you look forward to every single day. Our employee engagement program includes tech industry-best perks. With our hybrid working model, you can enjoy 3 days of working from home per week.

This role is based in the Cape Town office and involves:

  • Developing a deep understanding of both functional and technical aspects of the Occupier product suite
  • Thoroughly testing client issues to recreate and assist in determining root cause
  • Tracking and resolving client issues using our support tool, following appropriate Support procedures
  • Actively monitoring issues to ensure they are resolved within clients' Service Level Agreements
  • Attending client status meetings to review open issues
  • Effectively managing client expectations
  • Fostering positive relationships with clients to ensure client retention
  • Documenting issue resolutions and confirming client understanding for closure of support cases
  • Performing system training and knowledge transfer with internal personnel across departments
  • Participating in Transition to Support meetings to ensure successful knowledge transfer from implementation to support
  • Coordinating deployment activities and performing system testing as needed
  • Approaching all circumstances and interactions in a professional manner

To succeed in this role, you will require:

  • A BA/BS in Business or Computer Science or equivalent experience
  • Proven experience in researching and resolving client issues (2 years +)
  • Software testing and troubleshooting experience
  • Flexibility and passion for delivering outstanding service
  • Interpersonal skills and ability to work across departmental boundaries
  • Excellent written and oral communication skills
  • Excellent analytical skills
  • Ability to work individually and as part of a team in a fast-paced environment

As a valued member of our team, you can expect a competitive salary of approximately R600,000 - R800,000 per annum, depending on your level of experience.

We also offer a range of benefits, including:

  • Medical Aid Scheme
  • Personal Pension plan
  • Parental Leave benefit
  • 25 days of annual leave plus Bank Holidays
  • Flexi scheme allowing early finishes six times a year
  • Tuition Reimbursement Schemes
  • Flexible working arrangements, including remote work options

At MRI Software, we value diversity and inclusion. We strive to create an environment where everyone feels welcome and empowered to reach their full potential.

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