Software Company providing all-in-one property management solutions to the hospitality industry based in Claremont and Hout Bay is currently recruiting for a Support Consultant.
Duties:
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Answering client queries received via phone, email or chat
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Providing excellent client services
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Being aware of the clients’ issues and providing solutions
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Maintain marketplace reputation
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Referring queries to other team members if you don’t know how to handle the query
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Asking in depth questions to establish the cause of the client issues and how to resolve, assist with training or escalating the matter
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Follow agreed checklist and process steps to ensure complete resolution of client issues
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Referring to our internal knowledge base and client tutorials as guides for actions
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Escalating issues to the correct team to ensure optimal use of service product and helping client to succeed
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Following up and keeping the client updated on progress if the issues weren’t immediately resolved
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Looking for recurring patterns or problems and quickly escalating them
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Conducting daily monitoring checks and follow ups on client services as needed
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Helping with afterhours phone and chat on a rotational basis
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Monitoring and updating emails
Requirements
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Grade 12
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Experience with software support / tech support
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Computer literate
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Hospitality experience will be an advantage
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Excellent client service skills
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High standard of verbal & written communication skills
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Able to prioritize and multitask
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Great team player
