Cape Town Customer Success & Order Fulfillment Specialist

Watchmaker Genomics, Inc.; Cape Town; On-site; ZAR 420,000 - 660,000; Full time

Job summary

Watchmaker Genomics is hiring a Customer Success Specialist for the Cape Town facility. The role requires processing orders, updating customer accounts, and responding to inquiries in a professional manner to ensure quick resolution and clear expectations.

The ideal candidate will have a Bachelor's in Business or related field with at least four years of relevant customer service experience and practical knowledge of Salesforce or similar CRM and ERP systems.

Qualifications

• Bachelor's in business or related field.
• Minimum of 4 years related experience.
• Experience with Salesforce (or similar CRM) and ERP systems preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Process orders and sample requests while adhering to timelines for order acknowledgement and supplying details to the customer.
• Adapt priorities during the day to focus on the most important issue/order/request.
• Coordinate with Commercial, Production, Finance and Logistics to meet ship dates.
• Prioritize projects and create sales orders to address urgent issues first.
• Respond to customer queries via email, live chat, video and phone.
• Escalate complaints or issues to appropriate management and quality.
• Identify common problems and suggest improvements to management.
• Maintain a polite, helpful, and professional demeanor at all times.
• Maintain basic product knowledge to understand kit configurations and alternatives.

Skills

Salesforce

ERP systems

Customer service

Communication

Problem solving

Education

Bachelor's degree in business or related field

Job description

Watchmaker Genomics is hiring a Customer Success Specialist for the Cape Town facility. The role requires processing orders, updating customer accounts, and responding to inquiries in a professional manner to ensure quick resolution and clear expectations.

The ideal candidate will have a Bachelor's in Business or related field with at least four years of relevant customer service experience and practical knowledge of Salesforce or similar CRM and ERP systems.