English and German Speaking Customer Support Agent Wanted – Apply here
If you are tired of being a corporate drone, love new technology and customer service, join their young, funky and forward-thinking SA team in the heart of Stellenbosch. Their powerhouse SA team operates in a progressive and dynamic environment stimulating excellent service by default. Excellent coffee on tap, amazing food shops and the best equipment and tools ensure success for all staff.
They are a two-year-old SaaS start-up based in London with offices worldwide. they are changing the way companies communicate with their customers using new software concepts and tools. They have been well received by the market and grown by more than 200% over the past 12 months.
Their staff take great pride in the products and services developed to date and continually encourage ownership whilst always providing an unrivalled support structure to teams across the globe. They have huge product developments coming up in 2019. We’d love for you to be part of the growth and contribute to their success.
About the job
This role is going to be the non-sales hire in their South Africa office, so you’ll need to have extensive experience handling technical customer support, general ops and financial administration skills.
This is a true ‘all-rounder’ opportunity with an emphasis on efficiency and technical troubleshooting. You’ll need to have previous customer support experience and ideally a background in financial administration, reconciliation and data management. As the only support to the sales team, you will be calm under pressure and approach tasks efficiently and accurately.
You must be:
Personable and approachable with customer service experience
Highly numerate and logical
Quick to solve problems, trouble shoot and communicate clearly with team members
Able to speak to English and German
What will your days look like?
Customer support: 70%
Reacting quickly and efficiently to all customer enquiries via chat, email and phone.
Diagnosing technical problems relating to our software, which could be anything from call failure to invoices not being sent or paid
Offering clear and helpful solutions to customers to ensure problems are not only resolved but raised to the product or development teams for further investigation where necessary
Juggling customer needs from different channels, ensuring all fixes and requests are communicated across the business.
Setting up customer trials by adding important information to accounts
Reacting to an ever-changing workload
Operations and financial management: 30%
Finance administration including reporting, data entry and customer payment handling on our CRM’s and reporting channels
Populating project management boards with customer problems which need technical work
Analysing customer data to report trends, inefficiencies and facts for the sales team
Monthly reporting involving analysing monthly customer spend against actual usage and reporting on findings – this does involve a high level of financial and data manipulation/interpretation
Monthly financial tasks (important)
Reconcile payments against our CRM/accounting software and internal reporting sheets
Use graphs and pivot tables on excel to summarise and present key data for each customer, including average spend per month and monthly business revenue
Our client will provide transport to and from their offices on a daily basis. Their offices are based in Stellenbosch.
Fluent in English and German
Be highly numerate and logical
Experience from Financial background
Advanced Excel skills (pivot tables & graphs)
Experience handling Technical customer support
Source – CareerJunction