Customer Service Experience Specialist

1 week ago


Johannesburg, Gauteng, South Africa EXANTE Full time
About the Opportunity

We are seeking a highly skilled Customer Service Experience Specialist to join our team in South Africa.

This is a remote position, and you will be reporting directly to the Head of Client Services.

Job Description:

The primary responsibility of this role will be to manage client inquiries via various channels, including email, live chat, and phone calls, while adhering to set SLAs and KPIs.

You will provide exceptional customer support by identifying customers' needs and delivering tailored solutions with an individual approach.

Liaising with internal teams will be essential in resolving more complex inquiries, and navigating them to relevant departments when necessary.

Maintaining a comprehensive knowledge of our product and industry will be vital for success in this role.

You will contribute towards various side projects and tasks, such as FAQ upkeep and internal documentation, while regularly communicating feedback and suggestions with your line manager.

Responsibilities:
  • Manage client inquiries via different channels: email, live chat, and phone calls within set SLAs and KPIs.
  • Provide excellent customer support by identifying customers' needs and solving tasks with an individual approach.
  • Liaise with internal teams to find solutions to more complex inquiries.
  • Navigate inquiries to the relevant departments when necessary.
  • Maintain a sound knowledge of our product and industry.
  • Maintain a positive image of our company.
  • Contribute towards various side projects and tasks such as FAQ upkeep and internal documentation.
  • Regularly communicate feedback and suggestions with your line manager.
Requirements:
  • Financial markets and industry knowledge.
  • Previous experience with tools like Intercom, Zendesk, Atlassian.
  • Previous experience in a brokerage/investment company.
  • Fluency in written and spoken English at a professional level.
  • Strong client-focus service skills.
  • Understanding of basic technical principles.
  • Excellent communication skills, both written and verbal.
  • Strong organizational skills and attention to detail.
  • Comfortable working in a fast-paced environment.
  • Ability to multitask effectively.
  • Comfortable with working shifts.
What We Offer:
  • A competitive salary of R350,000 - R400,000 per annum, depending on experience.
  • Corporate benefits (choose your preferred options).
  • Truly inspiring culture, pleasant and informal work environment.
  • Ongoing education & training programs.
  • Opportunity to network and connect in Corporate Events.
  • Global career opportunities.


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