Customer Support Representative

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Customer Support Representative

Operations Department

FULL-TIME · CAPE TOWN

Job Title: Customer Support Representative

Department: Operations

Reporting to: Head of Implementation & Customer Service

Location: Cape Town


Summary

The Customer Support Representative is responsible for providing excellent customer support, communication and engagement to all users of the Lobster Ink platform. This includes all activities that support and develop the relationship with our clients and their activity on Lobster Ink. It is your responsibility to provide timely and accurate responses to all customer support queries on Salesforce Customer Service platform and ensure that our customer satisfaction rating remains at an all time high (at least 95%). You must respond to all client queries within 1 hours in a professional and efficient way and ensure that all customer support tickets are resolved within a 24 - 48 hour period. You will work closely with the Implementation team and must ensure that accurate and complete information flows between the Sales, Operations, Production, Finance and Communications teams.


Key Responsibilities

  • To ensure the timely and successful delivery of our solutions according to customer needs.
  • To ensure that customer support information is captured and stored accurately and regular feedback is provided to the rest of the customer support team.
  • To ensure all customer support tasks are carried out efficiently and meet stakeholder expectations and regulatory requirements.
  • To communicate regularly with the Sales, Production and Operations teams regarding any customer service issues, problems or delays and manage these relationships effectively.
  • To assist with high severity requests or issue escalations as needed.


Activities and Responsibilities

  • To ensure the timely and successful delivery of our solutions according to customer needs.
  • To ensure that customer support information is captured and stored accurately and regular feedback is provided to the rest of the customer support team.
  • To ensure all customer support tasks are carried out efficiently and meet stakeholder expectations and regulatory requirements.
  • To communicate regularly with the Sales, Production and Operations teams regarding any customer service issues, problems or delays and manage these relationships effectively.
  • To assist with high severity requests or issue escalations as needed.


Accountabilities and Performance Measures:

  • Quality: Work should be consistently of the highest quality and should match the parameters and standards outlined in Let’s Sell Lobster’s or the client’s Style Guide.
  • Efficiency: With client deadlines being of paramount importance, the need for efficiency is required at all times, especially where deadlines need to be strictly adhered to. You will need to ensure all client requests/queries are responded to within 4 hours and provide regular updates.
  • Accuracy: You will be responsible for customer service relationships with both local and international clients whose contracts with the company are valued at thousands of dollars. Therefore, accuracy is of the utmost importance. You must be diligent in checking all your work and that received from other people and ensure that every piece of communication is accurate and complete.
  • Analysis: Investigate, analyse and recommend solutions for customer support issues to maintain end user satisfaction and continued engagement.
  • Problem-resolution: Challenges and issues should be highlighted the moment they arise and communicated to all relevant parties. You will be measured on your ability to proactively problem solve to avoid issues within your control. You will be expected to take initiative to make suggestions and improvements and to rectify situations quickly and efficiently.
  • Communication: Liaise between production, finance, sales and technology team members to ensure systems and processes are efficient and results delivered to client are accurate.
  • Innovation: Improve products by notifying development team of problems and making recommendations. Assist in development of future product versions and ideas.


Organisational Alignment:

  • Reports to the Customer Service Team Leader and Implementation and Customer Service Manager
  • Works closely with Customer Service Representatives, Sales team and Implementation team to ensure customer satisfaction and problem resolution


Basic Requirements:

  • Graduate with 3 years experience in Analytics, Client Service or Technological environment
  • Comfortable with and capable of seeing the ‘big picture’; able to think conceptually and strategically, yet able to deliver concrete results
  • Proven ability to manage multiple projects simultaneously whilst maintaining quality and paying strict attention to detail


Technical Knowledge:

  • Excellent written and verbal communication and negotiation skills
  • Excellent analytical skills
  • Strong proficiency in Microsoft Excel, Powerpoint, Word and/or MAC software applications is preferable
  • Computer literacy in order to operate multiple customer related information systems e.g. experience in Zendesk and Salesforce is highly advantageous
  • Ability to generate actionable, insightful, proactive content gathered from understanding internal and client’s challenges
  • Understanding of the hospitality industry is beneficial but not essential


Interpersonal:

  • Excellent listening, negotiation and presentation skills
  • Excellent interpersonal and relational skills
  • Ability to work well independently as well as in a team
  • Eager to learn and share knowledge
  • Collaborative and builds mutually beneficial relationships and partnerships


Personal:

  • Ability to engage with clients professionally
  • Able to give and receive direction and constructive criticism well
  • Organised and structured; copes well under pressure, with the ability to meet and beat given deadlines
  • Self motivator with a creative, innovative mind that displays a positive and enthusiastic approach to all their work
  • Desire to work as part of a high-performing team.