Customer Service Consultant

Xneelo; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking passionate Customer Service Consultants to join their Durbanville office. In this dynamic role, you will be the backbone of customer satisfaction, resolving queries related to domain names, billing, and accounts through chat, phone, or email. You'll thrive in a collaborative environment that values mentorship and career growth, backed by comprehensive training. If you are empathetic, patient, and possess strong communication skills, this is an exciting opportunity to empower customers and enhance their experience with a trusted hosting service.

Qualifications

• Minimum of two years experience in a customer-service environment.
• Demonstrates administrative efficiency and accuracy.

Responsibilities

• Providing efficient support for web hosting and billing queries.
• Troubleshooting various web hosting functionalities.
• Mentoring and coaching fellow team members.

Skills

Customer Service

Communication

Problem-solving

Time Management

Technical Aptitude

Education

Matric pass or equivalent

Job description

We're business enablers offering a hosting service for our customers to create and transact online.

We spend each day working hard to retain the trust of our customers.

Inspired by our brand promise 'trusted in hosting', we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

We are looking for Customer Service Consultants for our Durbanville office.

In this fast-paced and rewarding role, you'll be the driving force behind ensuring that each customer's query is resolved to the highest quality.

Whether it's domain names, ordering, customer accounts, or billing administration, you'll engage with customers through chat, telephone, or email, ensuring they are fully satisfied with the assistance they receive.

As a member of our self-organising team, you'll thrive in a collaborative and autonomous environment that prioritises quality.

Our flat organisational structure encourages career growth, supported by a culture of mentorship and coaching.

You'll receive comprehensive onboarding and structured training to ensure you're fully equipped for success.

• Daily responsibilities would include : Providing efficient support and recommendations to customers regarding web hosting and billing-related queries to enhance their overall experience;
• Collaborating with the team to optimise processes and creatively solve problems;
• Observing and enhancing the tools necessary for the efficient execution of your responsibilities;
• Providing mentorship and coaching to fellow team members, contributing to their growth;
• Taking ownership as a key stakeholder for the Customer Support Team, ensuring alignment and excellence;
• Skillfully troubleshooting a variety of web hosting functionalities, including websites, email, and DNS;

Empowering customers by educating them on utilising our self-help guides efficiently.

• The ideal candidate : Demonstrates a passionate belief in the value of Customer Service to the business through principles and past actions / achievements;
• Communicates with insight and understanding, concisely and clearly;
• Is consistently patient, empathetic, amicable and responsive in dealing with all people;

Demonstrates consistent administrative efficiency and accuracy; and

Is tenacious in pursuing constructive relationship outcomes.

• Demonstrates a high level of proficiency in : Communication : Written and spoken English;
• Listening and comprehension;
• Convey understanding of concepts, principles and procedures;
• Administrative skills, attention to detail and troubleshooting;

Problem-solving : the ability to analyse customer issues, identify root causes, and propose appropriate solutions.

This involves being resourceful,resilient, creative, and proactive in resolving customer queries.

• Time Management : effectively managing tasks and workload by priority;

Adaptability : Flexible and open to change, and able to adjust approach based on customer needs or evolving circumstances.

Technical Aptitude : Comfortable in using technology and have the ability to troubleshoot.

Understanding technical and business concepts at a high level.

Qualifications and Experience : A matric pass or equivalent is essential.

Minimum of two years experience in a customer-service / customer-support environment.

What to expect : Starting salary bracket : R16 - R19 commensurate with experience.