Customer Support Representative
Lobster Ink
Cape Town, South Africa
2d ago

Who we are?

We are Lobster Ink - a solutions company that helps some of the world’s most influential businesses navigate transformative change.

Because people ultimately drive change, we develop training solutions that build their capability.

Our global team of 220+ Lobsters design award-winning digital products and produce recognised training content that provides 1 million+ people across 200 countries with the practical skills and knowledge needed to be great at what they do.

We are brave, caring, tenacious, inventive and unconventional. We work with the biggest names in hospitality - our client list includes the likes of Marriott International, Hilton Worldwide, Waitrose and Partners and Dubai Tourism.

We’re also proud to be part of Ecolab, the global leader in water, hygiene and energy technologies and services.

As our client list grows, so does our need for exceptional individuals to join our teams in Amsterdam, Cape Town, Washington and the world.

This is where you come in.

What will you do in this role?

Assist clients towards the resolution of technical support queries. When interacting with client either via email or telephically both internal and external clients, apply empathy and focus on delivering customer centric solutions.

Key Responsibilities

  • Effective query resolution and customer satisfaction.
  • Taking ownership , identifying and solving client issues using systems or by sourcing relevant information in a timely manner, to ensure resolution.
  • Keep up to date with issues & updates affecting the client base. Escalate relevant queries through the correct channels when necessary.
  • Ensure team standards are met by achieving individual SLA’s & quality benchmarks.
  • Skills / Competencies

  • Empathy;
  • Problem solving ability;
  • Interpersonal Skills;
  • Communication skills;
  • Persuasiveness;;
  • Quality Orientation.
  • Personality traits / Behaviors

  • Pioneering;
  • Inspirational;
  • Assertive;
  • Compassionate.
  • What do you need to be great at?

  • Ability and willingness to communicate with others.
  • Ability to demonstrate empathy.
  • Ability to use effective questioning.
  • Ability to demonstrate active listening.
  • Ability to communicate in a positive manner.
  • Good comprehension skills and the ability to clearly understand issues clients present and work towards offering exceptional service and query resolution
  • Who you are?

  • Minimum 2 - 3 years experience, in Customer / Client Services or Technology environment
  • Matric
  • Previous experience in hospitality and / or technological organisation an advantage
  • Why is this an amazing opportunity for you?

  • We have an entrepreneurial culture where daily you have the opportunity to shape and influence in every role
  • We are a global company and offer travel opportunities
  • We work with the best from around the world we have over 25 nationalities in our team
  • We offer flexible hours from different locations
  • We have an aggressive growth strategy which offers constant opportunities for growth
  • We have a coffee culture Bottomless coffee 24 / 7
  • We make a difference by enabling potential in over 1 000 000 and counting users
  • To be an A player at Lobster Ink you need to embody the following attributes :

  • Brave : At Lobster being brave means that you have the internal drive to progress the boundaries of your own capability, the courage to explore uncharted territory, and by expanding your perspective and stretching your capacity.
  • Caring : To care means to listen, communicate, understand, dovetail, call out accountability and act in respect.
  • Tenacious : At Lobster, we are relentless in the pursuit of our goals. We learn from setbacks, remain focused and never resign to mediocrity.
  • Inventive : At Lobster, we believe that inventive willpower is a renewable resource that breeds when it's shared. Our solutions push past complexity and strive for simplicity.
  • Purposeful : At Lobster, we act with intent. We are goal-oriented and experiment in a measured way to learn through experience.
  • We are committed to continuous, iterative improvement for our customers and ourselves.

    Together we remain humble but never the same. Distinctly Lobster.

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