Customer Experience Specialist

MindMatch Consulting; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

MindMatch Consulting is seeking a customer support professional to be the first point of contact for inquiries. You will answer calls, log issues in the CRM, and work with technical teams to resolve faults promptly.

You will maintain records, communicate progress to customers, and coordinate with internal teams and third-party providers to ensure smooth service delivery.

Responsibilities

• Answering incoming customer calls and acting as the first point of contact for support enquiries while delivering an exceptional customer experience.
• Building rapport with customers and ensuring every interaction is handled professionally and efficiently.
• Logging faults accurately on the company's CRM/ticketing system and gathering detailed information to assist the technical support teams.
• Taking ownership of customer queries and ensuring they are resolved within agreed service levels.
• Liaising with internal departments and third-party providers to progress customer requests and keeping customers informed throughout the process.
• Maintaining accurate and up-to-date customer records and ticket notes.
• Transferring calls to the relevant departments when required.
• Providing administrative support to ensure the smooth delivery of customer services.

Job description

Key Responsibilities

• Answering incoming customer calls and acting as the first point of contact for support enquiries while delivering an exceptional customer experience.

• Building rapport with customers and ensuring every interaction is handled professionally and efficiently.

• Logging faults accurately on the company's CRM/ticketing system and gathering detailed information to assist the technical support teams.

• Taking ownership of customer queries and ensuring they are resolved within agreed service levels.

• Liaising with internal departments and third-party providers to progress customer requests and keeping customers informed throughout the process.

• Maintaining accurate and up-to-date customer records and ticket notes.

• Transferring calls to the relevant departments when required.

• Providing administrative support to ensure the smooth delivery of customer services.