Customer Service Ambassador
1 month ago
We are seeking a skilled Customer Service Ambassador to join our team at Carlysle Human Capital. In this role, you will be responsible for providing exceptional customer support and ensuring that our clients receive the highest level of service.
About the Role:
- Frontline product support: Attend to in/out Frontline requests, escalate investigative queries to second line support/consulting, log time correctly, manage ticket admin, close completed tickets, follow user guides/SOPs, report back to your TL on areas lacking documentation/guides.
- Support inbox: Allocate tickets to correct departments/consultants, monitor Support Inbox consistently, keep it updated as possible, ensure your shifts are covered by yourself or assign them to someone else if you are unavailable.
- Client chats: Respond quickly to IM chat messages, follow internal SOPs, open tickets related to items raised on IM chats, ensure IM chat roster is being followed and that your shifts are covered.
- Customer engagement: Respond to client queries relating to company products, communicate with customers via email, phone, and IM chats, provide high-quality customer support through quick, effective, and informative feedback and relevant information.
- Feedback to Dev: Report bugs via escalating DevGo2's following correct process, report back on client enhancement requests and product feedback.
- Ticket/inbox management: Upskill and train through attending mentorship, internal training sessions, product familiarisation testing, and training courses provided by HR/your TL.
- Represent the brand when required.
Requirements:
- Experience working in collaborative teams.
- Prior experience in a frontline team.
- Prior experience in tourism (advantageous).
- Very strong software application knowledge.
- Excellent spoken and written English language skills.
- Typing speed (>45wpm).
- High attention to detail.
- Sense of urgency to meet SLA's.
- Passionate about customer service.
- Excellent documentation and admin skills.
- Inquisitive and eager to learn.
What We Offer:
We offer a competitive salary of $50,000 - $70,000 per annum, depending on experience, plus benefits and opportunities for professional growth and development.
About Us:
Carlysle Human Capital is a leading provider of human capital solutions. We pride ourselves on delivering exceptional customer service and building long-term relationships with our clients.
Location:
This role is based in an IT and tourism sector location.
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