VACANCY ADVERT

Job Title: Customer Experience Consultant

Location: Nashua Tshwane

Department: Customer Service

Reports To: Managing Director

Role Purpose

The Customer Experience Consultant is responsible for ensuring that customers have a positive experience with our company throughout the customer journey. This role involves managing customer interactions, addressing inquiries and concerns, and providing exceptional service to enhance overall customer satisfaction throughout the customer lifecycle. The ideal candidate will possess strong written and oral communication skills, cross-functional collaboration skills, a proactive problem-solving mindset, and a genuine passion for helping customers. They act as a liaison between the customer and the company, working to maximise customer value and retention.

Minimum Requirements Education: Sales, Customer-Service or Business-related Diploma/ Degree. Experience: Minimum five (5) years of experience in a customer service or customer relationship management or similar role. ICT Industry experience will be advantageous. Own Vehicle: Reliable own vehicle.

Skills and Key competencies:

Excellent verbal and written communication skills. Strong problem-solving abilities and attention to detail. Proficiency in using customer service software and CRM systems. Ability to handle high-pressure situations with professionalism and empathy Strong organisational and multitasking skills. Customer-centric mindset with a focus on delivering exceptional experience. Strong interpersonal skills and the ability to build rapport with customers. Analytical skills to interpret data and generate actionable insights. Adaptability and willingness to learn and grow in a dynamic environment. Ability to collaborate across sales, finance, admin and service departments Key Responsibilities Customer Interaction: Serve as the primary point of contact for customers after the deal has been signed and the installation is completed during the onboarding process. Address the customer’s post-sales needs and concerns via phone, email, and site visits. Provide timely and accurate information to customers about new products, services, and solutions to enable sales lead generation for cross-selling opportunities. Perform regular customer quality and satisfaction surveys at customer sites or via email, throughout the customer lifecycle. Contact all customers who request settlements and, or cancellations to determine the reason, with the aim to address their concerns and to retain the customer. Engage with the customer via email or in person during the cancellation (offboarding) process, collaborating with other departments until completion and equipment is collected. Issue Resolution: Identify and resolve the root cause of customer issues or complaints effectively and efficiently. Log all customer complaints onto the ISO system for record-keeping and trend analysis. Collaborate with other departments to address complex problems and ensure a satisfactory resolution. All customer complaints must be resolved within the set timelines. Customer Feedback: Collect and analyse customer feedback to identify trends and areas for improvement. Provide actionable insights and recommendations to improve the overall customer experience. Process Improvement: In collaboration with departmental heads, continuously assess and enhance customer service processes and procedures. Suggest and implement improvements to streamline operations and enhance customer satisfaction. Data Management: Maintain up-to-date detailed records of customer interactions, transactions, comments, and complaints on the available CRM platforms. Prepare and present regular reports on customer experience metrics and performance to EXCO. Customer Training: Assist in training customers on new solutions. Stay updated on industry trends and developments to ensure best-in-class customer experience. Working Conditions: Monday to Friday 8:00 am to 4:30 pm 80% of time spent infield at customer sites Attend planned customer events after hours or on weekends, such as golf days, exhibitions, sports matches, etc. Application Process:

Interested candidates should submit their resume and a cover letter outlining their relevant experience and why they would be a good fit for this role to [email protected]. Should you not receive feedback on your application within 21 working days, please consider your application unsuccessful.

Closing Date:

30 September 2024