Customer Experience Specialist

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

Job summary

A global security authority is looking for a Customer Experience Specialist in Cape Town. The role involves engaging with customers through various channels, executing validation processes, and analyzing test data. Ideal candidates should be fluent in Portuguese with professional English proficiency, possess customer service experience, and demonstrate excellent communication skills. Competitive benefits including provident fund, medical aid, and gym reimbursement are offered.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Qualifications

• Fluent in Portuguese (written and verbal) and professional working proficiency in English.
• 1+ years' experience in a customer service or similar role.
• Proven track-record in evaluating and mitigating risk.

Responsibilities

• Engage with external customers and internal stakeholders via phone, live chat, video calls and email.
• Review incoming application forms, validate and submit to technical department.
• Analyze validation test-data to determine if criteria are met.

Skills

Fluent in Portuguese

Customer service experience

Detail-oriented

Self-motivated

Excellent communication skills

Education

Tertiary qualification

Tools

Microsoft Office

Job description

Who we are

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 Portuguese to join our team in Cape Town. As Customer Experience Specialist 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

• Fluent in Portuguese (written and verbal) and professional working proficiency in 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
• LI-FP1