Customer Support Specialist

We Are Setting The Pace

Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things.  We need champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve success.  In our agile and demanding environment, you will be required to collaborate, ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? Because it’s not only about what we have done, but what we are doing and going to do.  The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers.  Watch this space as we blaze a new path while expanding across the globe.

Purpose

The Customer Support Specialist is responsible for delivering high level engagement between the 24/7 Customer Support Team, Internal Stakeholders and Customers through monitoring of Support SLA, handling escalations and delivering customer insight reporting. The main aim is to contribute towards delivering initiatives to drive a positive customer experience.

We Do The Right Things

Responsibilities of the Role

Specialist responsibility:

• Assist the POCE in assigning resources and coordinating activities of the Customer Engagement team to respond to customer queries on all channels while maintaining and exceeding customer SLA's.
• Respond to and resolve escalated issues as well as unique or complex requests from customers using advanced knowledge and techniques.
• Ensure desired quality standards are being met and exceeded.
• Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks, that may impact the Customer Experience.
• Represent the Customer Engagement in Change Advisory Board meetings when necessary.
• Identify process and technical improvements to improve Customer Engagement and suggest solutions for identified service or product shortcomings.
• Agree to suitable remedies for customer issues and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to avoid issue re-occurrence.
• Engage with suppliers to help ensure issues are managed and resolved in a timely manner.
• Ensure that all relevant incident information is captured in operational communication ticket.    
• Update the Knowledge Management System as required.

Reporting:

• Monitor and provide reports on performance at team and individual level against Quality Metric standards.
• Report any quality concerns or break in processes and make suggestions for process improvements.
• Coordinate and report on incoming customer feedback from various channels including but not limited to Email, Chat Desk and Customer Surveys.
• Ensure Customer Engagement agents accurately categorise cases for Business Intelligence reporting.
• Assist with ad hoc report requests when required by Customer Engagement leadership.

Education and Training:

• Assist Customer Engagement Support Agents with enquiries and knowledge sharing where appropriate.
• Proactive development of Customer Engagement agents through regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues.
• Identify related product training needs and organize training/coaching interventions to meet quality standards.
• Use existing/Create training program to assist with training objectives.

Requirements

We Are On A Learning Journey

Requirements of the Role

Education

• Matric Certification
• IT Diploma or similar tertiary qualification Advantageous

Work Experience

• 3 years working in a NOC or similar environment.
• 1 years working ITIL v3 knowledge.

Knowledge and Abilities

• Must understand and demonstrate knowledge of:

• Networking, from Ethernet to IP.
• Operating systems, from bare steel to network services.

• Exposure to Agile and Scrum, Kanban methodologies.
• Analysis and logic, systematic and orderly planning, attention to detail.
• Self-starter who can work with minimum of supervision.
• Excellent attention to detail with the ability to multi-task in a fast-paced environment.
• Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company.
• Excellent interpersonal and communication skills.
• Ability to keep team members accountable and have tough conversations when required.
• Demonstrable experience of excel skills and good working knowledge of MS Office products.

A Bit About You

Behavioral competency requirements of a Highflyer:

• Team Player: Self-directed and dedicated team player who positively engages with the team to solve.
• Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.
• Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.
• Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.
• Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives.
• Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.
• Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.
• Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.
• Embracing Change: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts.
• Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking.

Benefits

Why You Should Join

Perks of the Role

• Medical Aid contribution
• Pension fund contribution
• Risk benefit company contributions
• Reimbursable communications allowance for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Remote working and access to office hubs as required.
• Home office set-up with laptop, monitor and other related items.

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging. We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.