Customer Experience Specialist

1 week ago

Cape Town, Western Cape, South Africa DigiCert Full time R250 000 - R400 000 per year

Who we are

We're a leading, global security authority that's disrupting our own category.  Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.  We help companies put trust - an abstract idea - to work. That's digital trust for the real world.


Job summary

We are in the market for a Customer Experience Specialist with professional working proficiency in Dutch to join our team in Cape Town.

As Customer Experience Specialist you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.

What you will do 

Review incoming application forms, validate and submit to DigiCert's technical departmentEngage with external customers and internal stakeholders via phone, live chat, video calls and emailResearch customer organizations and verify contact details onlineIdentify, document and alert managers of customer-call trendsExecute DigiCert's validation process according to our internal documentationAnalyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problemsCoordinate the implementation or scheduling of validation testing with affected departments and team membersLearn product features and gather customer requirements to confer with managementDetermine validation objectives and standards with internal managersCreate, populate, or maintain databases for tracking validation activities, test results, or validated systemsProcess incoming and outgoing mail

What you will have 

Fluent in Dutch (written and verbal) and professional working proficiency in English (essential)1+ years' experience in a customer service or similar role  Tertiary qualification (advantageous)Proven track-record in evaluating and mitigating riskDetail-orientation, aptitude to learn, high level of self-motivation, high degree of curiosity and ability to work independentlyExcellent written and verbal communication skillsTool experience: Microsoft Office and other software applications

Benefits 

Provident FundMedical Aid + Gap CoverEmployee Assistance ProgramGym ReimbursementLife InsuranceDisability Insurance

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