Customer Success Manager

2 weeks ago

Johannesburg, South Africa The Joblink Full time

Contact person for this position:
Ronel Bakker

Job Overview

Applicant based in Johannesburg to provide remote customer support in **German & English** to foreign company. Client is a young, successful, company in Zug, Switzerland, which is now looking to reinforce its international team. Client has also been active in Germany since 2021 and recently went live in the UK. The Client uses a cloud-based platform to digitize orders between service providers, and insurance companies and real estate management companies.

Responsibilities and Duties
- Customer support provided on cloud-based platform
- Customer onboarding
- Explain and convince customer (if needed) why a registration makes sense
- Help customers to setup company profile on platform
- Support customers throughout user journey
- Exceptional product knowledge to address all customer questions
- Answering support tickets from customers
- Ensure customer satisfaction and provide professional customer support
- Regression testing of the cloud platform (automated & manual)
- Reporting on customer experience
- Keeping records of customer interactions, transactions, comments, and complaints
- Providing feedback on the efficiency of the customer service process.
- Perform training for service providers to be correctly integrated into the network.
- Ensure a good internal communication with all stakeholders, in particular with the Sales and Project Management Teams.
- Supporting the billing process through the client’s ERP.
- Acting as deputy to the Operations Manager in case of absence.

Skills & Attributes
- Strong customer orientation and strong customer interaction skills
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicating with customers through various channels.
- Communicating and coordinating with colleagues as necessary.
- High motivation to solve problems
- Multitasking
- Hard working and reliable
- Trustworthy and honest
- Ability to troubleshoot and work under pressure
- Positive, encouraging and enthusiastic
- Team-oriented and interdisciplinary way of working, flexible, able to embrace change and adapt to new situations
- Microsoft Excel proficiency and good knowledge of other Microsoft office tools
- Customer support or sales experience is considered an asset
- Proactive and outgoing attitude
- Empathic and aware of customer needs

Knowledge, Experience & Key Requirements
- Minimum 1 - 2 years of relevant experience
- Willing to work from designated office but may develop into hybrid between office and home.
- Must have an office set-up with reliable wi-fi and power supply, laptop provided
- **Diploma or degree in Customer service or similar essential.**:

- Must reside in Johannesburg.
- Own transport required.
- Fluent in English and/or German.

Salary
- Negotiable depending on experience

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