Customer Experience Consultant at Byte Orbit

Skills & requirements

WHO WE ARE LOOKING FOR:

• 3 - 4 years  experience as a customer experience consultant in the tech industry.
• Experience in a technical environment.
• Excellent communication and listening skills.
• A qualification in customer experience or related industry would be to your advantage.
• An understanding of FICA/AML/TF and TCF will be preferred.
• Remote work will require a secure internet connection. 

YOUR RESPONSIBILITIES WILL INCLUDE:

Delivering excellent customer support, engagement and technical support

• Responsible for ensuring high quality, consistent customer support and ensuring that the support services meet (or exceed) their internally and externally prescribed service level agreements;
• Monitor and respond to incoming communications through In-App chat, Facebook, Twitter and direct email and website contact form;
• Respond to all customer queries within predefined service levels and manage escalation of issues through to resolution;
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution;
• Support multiple projects at one time;
• Ensure a high quality of customer engagement by regularly communicating updates, news and relevant product information to clients. 

Providing technical support 

• Responsible for troubleshooting any technical issues users may experience with products by interacting with the relevant backend systems, product teams and any other service providers, systems or teams;
• Ensuring efficient and speedy resolution of technical issues;
• Ensuring technical issues are tracked and reported on.

Reporting

• Maintain and record of all incoming and resolved queries to be able to report on various attributes such as time taken to resolve a query, nature of the query customer metrics etc;
• Prepare monthly reports on relevant support and customer experience statistics to internal and external stakeholders for purposes;
• Monitor product analytics to suggest enhancements to the customer experience.

Product Improvement

• Constantly analyse customer feedback and behaviour to recommend product improvements / changes to enhance the customer experience;
• Translate customer feedback and support statistics into product development strategies.

Brand Reputation

• Ensure all product review channels, such as App stores, are consistently monitored for negative reviews, and that such reviews are engaged with and resolved to ensure the products’ brand reputations stay in tact

Assist with implementation of communications strategy (Pro-active support)

• Execute proactive communication strategies to engage and inform users,such as product      updates, promotions, and user education.

 Series and Event Management

• Send communication series or sequences that provide valuable information to users over time
• Send push notifications and in-app messages to drive user actions and engagement.
• Monitor the performance of these messages and optimize them for effectiveness.
• Audience Identification:
• Segment user audiences based on demographics, behavior, and preferences.
• Identify when specific communications should be sent to different audience segments.

Reporting and Analysis

• Track and analyze the performance of communication campaigns.
• Generate regular reports and insights to evaluate the success of proactive support efforts.
• Use data to make data-driven decisions and improvements.

INDIVIDUAL COMPETENCIES:

• Collaborative team player
• High emotional intelligence
• Critical thinker and natural problem solver
• Organised and able to work under pressure
• Multi-skilled with varied experience
• Professional with the ability to communicate at all levels of the organisation
• Technical and business acumen 
• Candidates with experience in Financial Services support/customer experience are preferred.