Working hours 15h00 - 04h00
Client Support and relationship management
Solve problems for end users to get the products working.
Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
Manage the ticketing system.
Escalate queries with discretion.
Respond to queries and follow up with feedback.
Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
Maintain a high customer effort score by going above and beyond for customers
Complete assigned CRM tasks for follow ups and support calls to clients
New Business generation
Generate and secure potential revenue by :
Following up on calls.
Following up on supplied leads.
Achieve set goals and targets.
Upsell additional products to existing clients
Keep client interaction logs up to date on Salesforce
Report on campaigns (feedback to clients).
Report to and work with other client relationship managers in the Contact Centre to ensure client satisfaction.
Maintain ticketing system.
Ensure other required documents, reports and email accounts are up to date and accurate.
Quality Management and Data Security
Maintain absolute customer confidentiality and protection of personal information
Maintain client records in accordance with procedure