Customer Experience Consultant

**WHO WE ARE**:
Byte Orbit provides innovation, design and software development services to small, medium and large businesses. Our services include custom software development, mobile development (IOS & Android), corporate websites, software solutions, outsource partnerships and innovation & digital product design consulting. We pride ourselves on being at the forefront of designing and building digital products that our clients and humans love.

We have a very informal and flexible company culture. We believe in giving our employees the freedom to form their own processes and manage their work in their own way.

The Customer Experience Consultant is responsible for interactions between the FinTech Application Byte Orbit supports and the related users. This does not only include first level support, but also technical support relating to any queries.

**REQUIREMENTS AND EXPERIENCE**:

- 3 - 4 years experience as a customer experience consultant in the tech industry.
- Experience in a technical environment.
- Excellent communication and listening skills.
- A qualification in customer experience or related industry would be to your advantage.
- An understanding of FICA/AML/TF and TCF will be preferred.
- Remote work will require a secure internet connection

**KEY PERFORMANCE AREAS**:
**Delivering excellent customer support, engagement and technical support**
- Responsible for ensuring high quality, consistent customer support and ensuring that the support services meet (or exceed) their internally and externally prescribed service level agreements;
- Respond to all customer queries within predefined service levels and manage escalation of issues through to resolution;
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution;
- Support multiple projects at one time;
- Ensure a high quality of customer engagement by regularly communicating updates, news and relevant product information to clients.

**Providing technical support**
- Responsible for troubleshooting any technical issues users may experience with products by interacting with the relevant backend systems, product teams and any other service providers, systems or teams;
- Ensuring efficient and speedy resolution of technical issues;
- Ensuring technical issues are tracked and reported on.

**Reporting**
- Maintain and record of all incoming and resolved queries to be able to report on various attributes such as time taken to resolve a query, nature of the query customer metrics etc;
- Prepare monthly reports on relevant support and customer experience statistics to internal and external stakeholders for purposes;
- Monitor product analytics to suggest enhancements to the customer experience.

**Product Improvement**
- Constantly analyze customer feedback and behaviour to recommend product improvements/changes to enhance the customer experience;
- Translate customer feedback and support statistics into product development strategies.

**Brand Reputation**
- Ensure all product review channels, such as App stores, are consistently monitored for negative reviews, and that such reviews are engaged with and resolved to ensure the products’ brand reputations stay intact.

**INDIVIDUAL COMPETENCIES**:

- Collaborative team player
- High emotional intelligence
- Critical thinker and natural problem solver
- Organised and able to work under pressure
- Multi-skilled with varied experience
- Professional with the ability to communicate at all levels of the organisation
- Technical and business acumen

**Job Type**: Permanent