SA Customer Success Associate

Sporty Group; Mbombela (Nelspruit); On-site; ZAR 134,000 - 279,000; Full time

Job summary

Greenhouse Software, Inc. is seeking a Customer Success Associate to resolve issues on FTR/FCR basis and educate customers about our products. The role requires handling queries across phone, chat, email and social channels from Mpumalanga (Nelspruit) offices, following defined SLAs with a customer-centric approach.

You will use Freshdesk/Jira/Zendesk to document, escalate and track problems, ensuring a high level of professionalism and brand representation at all times.

Qualifications

• Minimum 3 years of customer support experience.
• Online gaming experience with sports betting.
• Excellent verbal and written communication.
• Ability to work morning, afternoon and night shifts.
• Knowledge of social media platforms and customer service tools.

Responsibilities

• Field customer queries via phone, chat, email, and social channels.
• Use service desk to record and escalate issues when required.
• Maintain professionalism across channels.
• Guide customers to self-service knowledge base and provide help.
• Prioritise and manage multiple cases simultaneously.
• Elevate issues and perform follow-ups as needed.
• Adhere to company procedures and standards at all times.
• Escalate issues within SLA and coordinate resolutions with internal teams.

Skills

Customer support

Online gaming

Clear communication

Shift work

Social media knowledge

Team player

Self-driven

Freshdesk/Jira/Zendesk

SLA adherence

Troubleshooting

Tools

Freshdesk

Jira

Zendesk

Job description

The primary purpose of the Customer Success Associate is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services and ensure that customers are fully satisfied and happy and ready to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

What you'll be doing

• Field customer queries and communicate via various channels (Phone, chats, email, social media).
• Using the company’s service desk to communicate, record, and elevate, where required, customer issues.
• Maintain professionalism when interacting with customers across any channel.
• Enable customers to do troubleshooting via the self-service knowledge base and assist and guide customers accordingly.
• Prioritising and managing several open cases at the same time.
• Ability to elevate issues and do necessary follow-ups.
• Ensure appropriate standards and procedures are adhered to at all times.
• Ensure all issues are escalated within company processes and SLAs and follow up on resolution with internal teams and customers.

What you'll bring

• Minimum of 3 years of customer support experience.
• Online gaming experience with a focus on sports betting.
• Excellent communication skills, both verbal and written.
• Ability to work on shifts - morning, afternoon and night shifts.
• Knowledge and understanding of Social Media Platforms.
• Be a Team Player and work collaboratively within a team environment.
• Self-driven and motivated.
• Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk.
• Ability to understand, interpret, and communicate issues both internally and to customers.
• Troubleshoot customer problems, diagnose and provide solutions.
• Able to work within strict guidelines, follow company processes and procedures.
• Empathetic and high emotional IQ.
• Work to SLA thresholds as set by the company.
• Fast-learner with an ability to think on their feet, and adapt to fast-paced, high-pressure environment with demanding customers and time-critical situations.
• Work according to Key Performance Indicators (KPIs).
• To be based and available to work from the office in Mpumalanga (Nelspruit).
• Employment will be subject to background checks being conducted as part of the legal requirement for this position.