Concierge Partner (on-site)

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

Job summary

A leading legal consulting firm in Cape Town seeks a Client Support Specialist to assist clients with system navigation and training. The ideal candidate should hold a bachelor's degree, be multilingual, and have 2-3 years of relevant experience. This position offers an office working environment with opportunities for professional certification. Working hours are Tuesday to Saturday from 4 PM to 1 AM SAST.

Benefits

Office working environment

Paid-time off (PTO)

Employee Appreciation Programs

Qualifications

• Multilingual in English and at least one other language.
• 2-3 years of customer service, tech support or similar experience.
• Ability to adapt to regional communication styles.

Responsibilities

• Assist clients via phone and email on system navigation.
• Train clients on system usage and features.
• Fulfill account management requests.

Skills

Customer service skills

Digital Intelligence

Problem Solver

Strong communicator

Education

Bachelor's degree or higher

Tools

Microsoft 365

Windows

Mac

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:

Concierge 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, LLC isan 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.