Associate Authentication Analyst (French Speaker)

DigiCert; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading global security authority is seeking a Customer Experience Specialist in Cape Town, skilled in both French and English. This role involves engaging with customers through various channels, analyzing validation test-data, and ensuring the effectiveness of systems and processes. The ideal candidate should have at least 1 year of customer service experience and strong communication skills. The position offers a variety of benefits including medical aid and gym reimbursement.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• Professional working proficiency in French & English is essential.
• 1+ years’ experience in a customer service or similar role.
• Tertiary qualification is advantageous.
• Proven track record in evaluating and mitigating risk.
• Detail-orientation and aptitude to learn.
• High level of self-motivation and curiosity.
• Excellent written and verbal communication skills.
• Experience with Microsoft Office and other software applications.

Responsibilities

• Review incoming application forms and submit to DigiCert's technical department.
• Engage with customers via phone, chat, video calls, and email.
• Research and verify customer organization details online.
• Identify customer-call trends and alert managers.
• Execute DigiCert's validation process.
• Analyze validation test-data for root causes of problems.
• Coordinate validation testing implementation with departments.
• Learn product features and gather customer requirements.
• Create and maintain databases for tracking validation activities.
• Process incoming and outgoing mail.

Job description

Overview

We\'re a leading, global security authority that\'s disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world\'s largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That\'s digital trust for the real world.

Job summary

We are in the market for a Customer Experience Specialist with professional working proficiency in French to join our team in Cape Town. As Customer Experience Specialist (French Speaker) you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert\'s validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.

Responsibilities

• Review incoming application forms, validate and submit to DigiCert\'s technical department
• Engage with external customers and internal stakeholders via phone, live chat, video calls and email
• Research customer organizations and verify contact details online
• Identify, document and alert managers of customer-call trends
• Execute DigiCert\'s validation process according to our internal documentation
• Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems
• Coordinate the implementation or scheduling of validation testing with affected departments and team members
• Learn product features and gather customer requirements to confer with management
• Determine validation objectives and standards with internal managers
• Create, populate, or maintain databases for tracking validation activities, test results, or validated systems
• Process incoming and outgoing mail

What you will have

• Professional working proficiency in French & English (essential)
• 1+ years’ experience in a customer service or similar role
• Tertiary qualification (advantageous)
• Proven track-record in evaluating and mitigating risk
• Detail-orientation, aptitude to learn, high level of self-motivation, high degree of curiosity and ability to work independently
• Excellent written and verbal communication skills
• Tool experience: Microsoft Office and other software applications

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical