Concierge Partner (on-site)

Consilio; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A global legal consulting firm is seeking a Customer Support Specialist to assist clients with technical inquiries and account management tasks. Ideal candidates are multilingual and have at least 2-3 years of experience in customer service or tech support. The position requires strong communication skills and problem-solving abilities. The role operates Tuesday to Saturday from 4pm to 1am SAST in an office environment with certifications and paid time off offered.

Benefits

Relativity Review Management Specialist certification

Paid time off (PTO)

Employee Appreciation rewards

Qualifications

• Multilingual in English AND at least one other language (German/Mandarin/Cantonese/French/Spanish).
• 2-3 years in customer service, tech support, or related fields.
• Experience with eDiscovery systems is a plus.

Responsibilities

• Provide support to clients over the phone and email.
• Train clients on system navigation and advanced features.
• Fulfill account management requests.

Skills

Strong communicator

Active listener

Team player

Problem Solver

Digital Intelligence

Flexibility

Patience

Client advocacy

Education

Bachelor’s degree or higher

Tools

Microsoft 365 (Excel, Word, PPT)

Windows and Mac operating systems

Job description

Overview

About the Company:

Consilio is the global leader in legal consulting and services within the eDiscovery industry. Our worldwide professionals bring their expertise and a commitment to serve to every engagement, partnering with our clients to develop creative solutions for their most pressing challenges.

About the Team:

Concier ge Services is a global team primarily responsible for providing Consilio’s exclusive clients with top-tier support via phone and email. Their secondary responsibility is to fulfill all account management requests for these clients (ie. account creations, project access and new engagement tasks).

Responsibilities

What You’ll Do:

With a passion for helping others and solving problems, you’ll be helping clients over the phone and by email with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be training clients on how to login to the system, run searches and exports, as well as use advanced features. When not actively supporting clients, you’ll be fulfilling their requests such as account creations and project access requests.

Qualifications

Who We’re Looking For:

The ideal applicant for this position has/is the following:

• EDUCATION
  • Bachelor’s degree or higher (any discipline).
• LANGUAGE
  • Multilingual in English AND at least one of the following: German/Mandarin/Cantonese/French/Spanish.
• APTITUDE
  • Digital Intelligence – ability to acquire and apply new knowledge related to digital technology.
  • Digital Literacy – ability to find, evaluate and clearly communicate information through multiple mediums.
• EXPERIENCE
  • At least 2-3 years - in either customer service, tech support, legal, government, financial or hospitality roles.
  • Operating Systems – Windows and Mac.
  • Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint.
• CUSTOMER SERVICE SKILLS
  • Strong communicator – both written and verbally.
  • Active listener – gains knowledge while engaging with the speaker.
  • Team player – capable of working independently or collaboratively with colleagues as situations arise.
  • Flexibility – to adapt to regional communication styles.
  • Patience & Empathy – when supporting clients of varying technical proficiency.
  • Client advocacy - when collaborating with other teams or when providing the client with status updates.
• LOGICAL THINKING SKILLS
  • Problem Solver – capable of identifying issues and communicating resolution steps clearly.
  • Assessor – can identify scenarios that require escalation to either Concierge Leadership or other teams.
• EXTRA CREDIT FOR
  • Previous experience in eDiscovery industry.
  • Previous experience with eDiscovery systems such as Relativity, Everlaw and NUIX.
  • Previous experience with user access systems such as ActiveDirectory and Azure.
  • Existing Consilio employees with at least 1 year tenure.

What Shift You’ll Work

Tuesday to Saturday 4pm to 1am SAST.

What We Offer

• Office working environment.
• Relativity Review Management Specialist certification (RRMS)
• Sightline Administrator certification.
• Brainspace Administrator certification
• BlackOut User certification
• Paid-time off (PTO).
• Employee Appreciation (Bonusly) and Referral Reward Programs.

Consilio, LLCisan EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.