Customer Success Agent

Dmx Africa; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic customer-focused company in Gauteng is seeking a Customer Success representative. The ideal candidate will ensure top-notch customer satisfaction while managing interactions and maintaining accurate records. Must have extensive experience in customer service coupled with strong Excel skills. If you are a passionate, empathetic individual who thrives in a team environment, we want to hear from you.

Qualifications

• Minimum 5 years' work experience with at least 2 years in a Customer Success role.
• Proven skills in interacting with customers on multiple levels.
• Strong Excel skills.

Responsibilities

• Ensure first-class customer satisfaction and professional support.
• Manage customer interactions and maintain records in CRM.
• Compile and distribute weekly and month-end reports.

Skills

Customer satisfaction

Excellent communication

Excel (Intermediate to Advanced)

Empathy

Problem-solving

Education

Matric

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 RESPONSIBILITIESCustomer SuccessGuarantee 1st class customer satisfaction & professional customer supportMusic & visual equipment swaps (exchange faulty equipment); allocation and configuration of equipmentEnter contacts, leads and prospects on database & maintain integrity.Record-keeping of customer interactions, transactions, comments & complaints on CRMManage content for clients on CMS (e.g. Mall of Africa)Assist accounts department with disconnection & reconnection processQualify Music or Visual technical issues before allocating tickets to TSSLiaise with EU Affiliate Support & Multichoice Commercial Department agents re product queriesTackle all music and visual technical enquiries, & general enquiries with the aim of 1st time call resolutionCourtesy confirmations to installers / customersAll 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 annuallyAdminister any new marketing campaigns ito qualification around customer information – details to sales / marketingCustomer JourneyManage follow ups & escalation processAble to offer alternatives and engage persuasivelyOnboard & train : extensive knowledge of product range to enable effective communication & adviceNurture relationships to grow future opportunitiesReportingAccurately update, compile and distribute weekly & month-end reports using your excellent Excel skillsYOU MUST HAVEMatric; 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 WANTA 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.

You're all about value-add.