Service Delivery Expert

3 days ago

Cape Town, Western Cape, South Africa Boomerang Marketing Full time
Service Delivery Expert

Maximize customer satisfaction by providing prompt and personalized assistance across multiple communication channels, ensuring seamless interactions with our drivers and space owners.

In this critical role, you will be responsible for resolving customer issues efficiently, maintaining a high level of customer satisfaction, and promoting our brand's reputation.

Main Responsibilities:

  1. Exemplify Excellent Customer Service:
    Engage with customers via email, live chat, social media, phone, and voicemail to provide timely and effective solutions.
  2. Maintain Precise Records:
    Use systems like ZenDesk, G Suite, and Slack to accurately document customer interactions, enhancing reporting and service standards.
  3. Stay Informed on Campaign-Specific Knowledge:
    Become an expert on campaign-specific services, features, and capabilities to effectively educate customers and promote self-service.
  4. Foster Strong Customer Relationships:
    Empathetically interact with customers, demonstrating concern and support, and employing active and reflective listening skills.

Building Relationships:

  1. Be a Brand Champion:
    Solve customer problems while showcasing exceptional service skills, reinforcing our brand's image.
  2. Enhance the Support Offering:
    Share knowledge, develop areas of specialization, propose improvements, and deliver projects as required to improve the support offering.
  3. Raise Operational Concerns:
    Collaborate with the Client Operations team to address B2B site issues.
  4. Drive Commercial Success:
    Identify solutions acceptable to the customer while supporting business objectives for specific campaigns.

Operational Expectations:

  1. Meet Service Benchmarks:
    Meet established targets for excellent customer service, adhering to productivity and quality standards.
  2. Deliver within Timeframes:
    Work within defined SLAs, preventing breaches by identifying and executing necessary actions.
  3. Address Emerging Challenges:
    Swiftly respond to new challenges, implementing innovative solutions, and adapting as we continually refine our service.
  4. Update Ticket Status:
    Regularly update the status of open tickets to ensure accurate reporting.

Collaborative Environment:

  1. Internal Representation:
    Represent the team internally to ensure internal functions understand the Customer Support role and contribute to team objectives.
  2. Improvement Identification:
    Recognize areas for improvement and drive the implementation of changes to enhance the Customer Support function's performance.
  3. Stay Informed:
    Perpetually stay informed about product updates and related service processes.
  4. Policy Adherence:
    Ensure adherence to company policies and procedures.
  5. Interpersonal Connections:
    Foster effective relationships with colleagues and the Team Leader to elevate team performance.
Key Qualifications

Required Skills:

  • Hospitality and concierge experience is highly beneficial.
  • Experience in live web chat, email, and voice communication is mandatory.

Further Requirements:

Knowledge, skills, and experience:

  • Ability to categorize and prioritize customer issues for efficient resolution.
  • Strong commitment to delivering exceptional customer experiences.
  • Effective communication and interpersonal skills when dealing with diverse customer groups.
  • Clear and concise explanation of complex information tailored to the target audience.
  • Collaboration with team members to share knowledge and enhance overall performance.
  • Proficiency in utilizing emerging technologies and systems.
  • Superior written and verbal communication abilities.
  • A track record of driving improvement initiatives and implementing positive change.
  • Able to adapt quickly to new concepts, prioritizing personal growth and training.
  • Background in a demanding customer-facing environment.

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