Description:
Job description:Product support:
Attending to in/out Frontline requests Escalating investigative queries to second line support/consulting where unable to assist as firstline. Correct time logging and ticket admin (time logs, Client ID, Summary, ticket details) as well as closure of completed tickets Follow user guides/SOPs where possible, ensuring consistency and quality of work to meet SLA's and achieve customer satisfaction indexes. 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 Engagement:
Ability to build relationships with existing system user clients Solving user related and technical queries while building rapport and ensuring customer satisfaction. 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 team
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 complains Research as required to resolve customer queries Report key issues to wider team by means of the Client Heat Meet Represent the brand optimally at all times.
Experience, Qualifications and skills:
Experience:
Experience working in collaborative teams Prior experience in a frontline team Prior experience in tourism and with reservations or other leisure industry systems and software.
Skills:
Very strong software application knowledge Excellent spoken and written English language skills Typing speed (> 45wpm) High attention to detail
19 Feb 2025;
from:
gumtree.co.za