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Vacancy: Customer Success Consultant (Cape Town)
Applications in the form of an updated CV to be addressed to Recruitment Specialist via e-mail on [email protected]
Closing Date: Position Open
Customer Success Consultant
Role Description
Location: Cape Town, Western Cape, South Africa
Full time and Office Based
Reporting Line: Branch Manager
Job Purpose
The Customer Success Consultant plays a crucial role in ensuring customer satisfaction post-purchase by providing support, handling warranties, and addressing any issues, problems, or concerns related to ICT products or services.
This role will serve as a critical function to ensure that exceptional post-purchase support is provided to all customers.
Customer Support:
• Address customer inquiries, issues, and complaints related to post-purchase experiences promptly and professionally via various communication channels
• Provide operational support, process flow, and guidance for post-sale.
Issue Resolution:
• Investigate and resolve customer issues effectively, ensuring a positive resolution and customer satisfaction
• Collaborate with other departments, such as Technical Support or Sales, to resolve complex problems
Product Knowledge and Training:
• Maintain up-to-date knowledge of Pinnacles full range of ICT products, services, and updates to
assist customers accurately.
• Develop training materials and training guides to educate customers on self-service troubleshooting
Documentation and Reporting:
• Generate reports on aftersales service activities and customer feedback for analysis and improvement.
Experience and Knolwedge:
• 2-4 years of experience in a customer support or sales environment
• Excellent proficiency in relevant computer applications
• Knowledge of customer service practices and principles
• Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage
• Previous experience in customer sales and post-purchase support at all levels of an organization including high-profile customers
• Knowledge of ICT Hardware products and ICT services will be an advantage
Skills and Education:
• A diploma or relevant certification in ICT or a related field is advantageous
• Strong telephonic and verbal communication skills along with active listening
• Critical customer resolution skills
• Conflict management skills
• Customer focus and adaptability to different personality types
• Consistency and a strong work ethic
• Ability to handle stressful situations appropriately and necessary soft skills
• Ability to multi-task, set priorities, and manage time effectively
• Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
• Organized individual who is deadline-driven with good time management skills
• Excellent interpersonal skills
• Good attention to detail
• Ability to upsell will be advantageous
• Passion for problem-solving
• Solution orientated
• Tactful manner of approach
• Able to work in a pressured environment and manage stressful interactions
• Interested in IT products and technology
• Interested in continuously learning about technology products
• Confident, self-motivated, and display a high level of energy
• Customer service orientated
• Enjoy collaboration and able to work as part of a team
• Willing to go the extra mile to deliver the exceptional
• Strong administrative abilities
• Self-managed
COMPLIANCE COMPETENCIES
• Perform all duties with integrity, to the highest ethical standards, and in compliance with all
relevant legal, contractual and other requirements as mandated by the Company Code of Conduct.
• Keep up to date with changes in applicable compliance obligations, controls and measures
relevant to the role.
All applications in the form of a detailed CV must be forwarded to:
Recruitment Specialist
[email protected]
The Company is under no obligation to fill this position and should you not have had any feedback within 2 weeks after the closing date, you may consider your application unsuccessful.
