Customer Support Specialist

We Are Setting The Pace

Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve success. In our agile and demanding environment, you will be required to collaborate, ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? Because it’s not only about what we have done, but what we are doing and going to do. The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

Purpose

The purpose of the role is to serve as an escalation function for Enterprise Customer Engagement Team during after-hours in Clickatell’s 24 x 7 x 365 environment. The individual will be responsible for the team’s day-to-day activities, process improvements and effective resource planning to maximize the productivity of the support team and to ensure a positive customer experience.

We Do The Right Things - Responsibilities of the Role

Organise and Coordinate Enterprise Support team shift schedule to meet 24/7 operational standards

Assign resources and coordinate activities of the Enterpriser Support team to respond to customer queries on all channels

Guide and train Enterprise Support agents

Respond to and resolve escalated issues, as well as unique or complex requests from customers using advanced knowledge and techniques

Regularly review ongoing case and updates tickets or guide agents to ensure continued progress towards resolution

Maintain and exceed all required customer SLA’s and internal OLA’s

Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks, that may impact the Customer Experience

Ensure Enterprise Support agents accurately categorise cases for Business Intelligence reporting

Proactive development of Enterprise support agent solutions through regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues

Ensure the Enterprise Support team adheres to agreed monitoring practices, incident management and reporting

Identify opportunities for technical and business efficiencies

Review handover reports and ensure actioned, report any agent non-compliance to Enterprise Support Manager

Ensure desired quality standards are being met and exceeded

Attend CAB when necessary

Report any quality concerns or break in processes, make suggestions for process improvements

**Requirements**:
We Are On A Learning Journey - Requirements of the Role
- 3-year Diploma (NQF level 5) / Degree (NQF Level 6) in Information Technology/ Business.
- Work Experience
- Proven work experience in a Specialist Role,
- Knowledge and Abilities
- Excellent interpersonal and communication skills
- Be able to work with a high level of accuracy
- Ability to keep team members accountable and have tough conversations when required
- Must be able to work as part of a team. Must be able to work reliably and responsibly with internal and external colleagues
- Analysis and logic, systematic and orderly planning, attention to detail
- Demonstrable experience of excel skills and good working knowledge of MS Office products
- Excellent attention to detail with the ability to multi-task in a fast-paced environment.
- Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company

A Bit About You

You are a highflyer with the ability and desire to achieve. You have a razor-focus on implementing the plans aligned to your team goals and aim to exceed every expectation. You take the brief and produce solutions that are practical, smart and ready to implement. You embrace change that is coming and make recommendations for process improvement. You seek opportunities to connect with others to bring plans together and deliver. You are able to be analytical and follow a logical process to make the right decisions. You have the eye for detail, accuracy and spotting mistakes. You value teamwork and keep an open-mind to ensure you are flexible and adaptable. You have exceptional communication skills and manage your time and priorities like a pro.

**Benefits**

Why You Should Join - Perks of the Role
- Medical Aid contribution
- Pension fund contribution
- Risk benefit company contributions
- Reimbursable communications allowance for internet and mobile phone bills
- Half-day off on your birthday
- 5 personal days leave a year, over and above your annual leave
- Remote working and access to office hubs as required.
- Home office set-up with laptop, monitor and other related items.

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and