Customer Success Agent

Dmx Africa; Gauteng; On-site; ZAR 150 000 - 250 000; Full time

Job summary

Join a vibrant team dedicated to enhancing customer experiences in a dynamic environment. This role focuses on ensuring customer satisfaction through effective communication, problem resolution, and relationship management. You will engage with customers, manage their queries, and provide support while utilizing your analytical skills to improve service delivery. If you have a passion for service excellence and a knack for building relationships, this is the perfect opportunity for you. Be part of a company that values tenacity, empathy, and a proactive approach to customer success.

Qualifications

• Minimum 5 years' work experience, 2+ years in Customer Success.
• Proven skills in customer interaction and relationship management.

Responsibilities

• Ensure 1st class customer satisfaction and support.
• Manage customer interactions and maintain database integrity.
• Compile and distribute weekly and month-end reports.

Skills

Customer Success Management

Excellent Communication

Empathy

Problem Solving

Attention to Detail

Analytical Skills

Education

Matric

Tools

CRM Software

Excel

CMS

Job description

We are looking for someone with a lively, intelligent and questioning disposition to be part of our energetic team dedicated to enhancing our customers' experience.

You will be charged with staying close to the customer, making sure they're happy with their service and ensuring all customers get the value they anticipated upfront.

If you're passionate about the customer journey and only deliver the kind of service you'd like to receive, then please get in touch. This role will report to the Operations Support Manager within the Operations Team.

YOUR RESPONSIBILITIES

1. Customer Success
   • Guarantee 1st class customer satisfaction & professional customer support
   • Music & visual equipment swaps (exchange faulty equipment); allocation and configuration of equipment
   • Enter contacts, leads and prospects on database & maintain integrity
   • Record-keeping of customer interactions, transactions, comments & complaints on CRM
   • Manage content for clients on CMS (e.g. Mall of Africa)
   • Assist accounts department with disconnection & reconnection process
   • Qualify Music or Visual technical issues before allocating tickets to TSS
   • Liaise with EU Affiliate Support & Multichoice Commercial Department agents re product queries
   • Tackle all music and visual technical enquiries, & general enquiries with the aim of 1st time call resolution
   • Courtesy confirmations to installers / customers
   • All contact details confirmed prior to installations e.g. email, address etc.
   • Share service / survey calls to Top Subscribers (weekly) as well as Xmas schedule confirmations annually
   • Administer any new marketing campaigns ito qualification around customer information – details to sales / marketing
2. Customer Journey
   • Manage follow ups & escalation process
   • Able to offer alternatives and engage persuasively
   • Onboard & train: extensive knowledge of product range to enable effective communication & advice
   • Nurture relationships to grow future opportunities
3. Reporting
   • Accurately update, compile and distribute weekly & month-end reports using your excellent Excel skills

YOU MUST HAVE

Matric; Minimum 5 years' work experience.

At least 2 of these in a Customer Success role with an excellent understanding of who the customer is and what the customer wants.

Must have proven skills of interaction with a customer on a multi-layered level.

Excellent Excel: Intermediate to Advanced.

WE WANT

A lust for life that reflects in your voice and everything you do; walk with a spring in your step; blow us away with your inquisitive mind and your passion for service excellence.

Your friendly demeanor will charm our customers and your colleagues.

You have confidence and oodles of empathy.

You know how to communicate and appeal in a way that will satisfy even the most difficult of customers.

You are not afraid to reveal ambition and to showcase your skills to our team.

You jump in and don't wait to be asked.

You understand that we're all working in the same team & driving towards the same goal.

You're tenacious and the person your manager can always rely on.

You will identify errors and propose solutions with your attention to detail and analytical mind.

You are not afraid to put your hand up and be accountable.