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’s 
• Passionate about customer service 
• Excellent documentation and admin skills 
• Inquisitive and eager to learn