Customer Engagement Consultant

A business providing SAAS to the Hospitality sector is looking for a Customer Engagement Consultant.

DUTIES & RESPONSIBILITIES, NOT LIMITED TO: 

Frontline product support:

• Attending to in/out Frontline requests
• Escalating investigative queries to second line support/consulting
• Correct time logging
• Correct ticket admin (time logs, Client ID, Summary, ticket details 
• Closure of completed tickets
• Follow user guides/SOPs where possible, ensuring consistency and quality of work
• Report back to your TL on areas lacking documentation/guides 

Support inbox:

• Allocate tickets to correct departments/consultants
• Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible 
• Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable

Client chats:

• Quick turnaround time on IM chat responses 
• Follow internal SOPs (ensuring quality responses and follow up) 
• Opening tickets related to items raised on IM chats 
• Ensure IM chat roster is being followed and that your shifts are covered

Customer engagement:

• Respond to (investigating and solving) client queries relating to company products  
• Communicating with customers via email, phone and IM chats 
• Provide high-quality customer support by means of quick, effective and informative feedback and relevant information 

Feedback to Dev:

• Report bugs via escalating DevGo2’s (following correct process) 
• Report back on client enhancement requests and product feedback 

Ticket/inbox management:

• Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL 
• Upsell company offerings where possible
• Provide customers with what they requested, and more, where possible – using supporting materials such as links to guides, SOPs, etc
• (FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of (AHT) Average Handle Time of 24 hours for ticket resolution/completion
• Follow correct process to escalate client complaints
• Research as required to resolve customer queries
• Report key issues to wider team by means of the Client Heat Meet
• Represent the brand when required

Feedback to team leaders:

• Escalate any concerns to your TL/HR as needed
• Regular feedback to your TL on personal development / issues / needs

REQUIREMENTS 

Experience:

• Experience working in collaborative teams 
• Prior experience in a frontline team
• Prior experience in tourism – advantageous

Skills:

• Very strong software application knowledge 
• Excellent spoken and written English language skills
• Typing speed (>45wpm) 
• High attention to detail 
• Sense of urgency to meet SLA
• Passionate about customer service 
• Excellent documentation and admin skills
• Inquisitive and eager to learn