Customer Success Advocate

2 days ago


Somerset West, Western Cape, South Africa Arvo Full time

About Arvo

Arvo is a rapidly growing South African software company that specializes in developing innovative solutions for the property management industry. Our mission is to create a seamless end-to-end property management ecosystem, enabling effortless migration processes and providing dedicated training and support services to ensure customer success.

The Role

We are seeking a highly skilled and customer-focused Customer Support Consultant to join our dynamic team in Somerset West. As a key member of our support team, you will be responsible for delivering exceptional customer experiences through timely and accurate support across various channels.

Key Responsibilities

  • Troubleshooting and Resolution: Troubleshoot and resolve customer issues effectively while maintaining a commitment to excellence.
  • Support Interactions: Manage support interactions through CRM solutions, ensuring a seamless customer experience.
  • Continuous Improvement: Identify recurring customer issues and collaborate with internal teams to drive continuous improvement.
  • Customer Loyalty: Promote additional services, fostering customer loyalty and driving sales.
  • Quality Assurance: Participate in quality assurance activities to uphold unmatched support standards.
  • Professionalism and Empathy: Handle all interactions with professionalism, empathy, and problem-solving acumen.
  • Industry Trends: Stay updated on industry trends and best practices to ensure cutting-edge support.
  • Accountability and Learning: Foster a culture of accountability and learning to ensure client and team success.
  • Customer Retention: Mitigate customer churn by delivering exceptional customer retention strategies.

Requirements

  • Customer Support Experience: Proven experience in a customer support or customer-facing role, showcasing problem-solving and troubleshooting expertise.
  • CRM Tools and Digital Platforms: Familiarity with CRM tools and digital support platforms.
  • Organizational Skills: Strong organizational and time-management skills, with the ability to manage multiple customer inquiries simultaneously.
  • Communication and Collaboration: Excellent communication and collaboration skills, with a professional and empathetic approach to customer interactions.
  • Analyzing Customer Feedback: Proficiency in analyzing customer feedback to identify trends and opportunities for improvement.

Preferred Qualifications

  • Sales Experience: Experience in sales or upselling within a customer support framework.
  • Industry Best Practices: Knowledge of industry best practices for customer support and retention strategies.
  • Dynamic Environment: Previous experience in a dynamic, fast-paced customer service environment.

Location and Type

Office-based position in Somerset West, full-time, permanent role.



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