Customer Services Specialist - Cape Town at Maskew Miller Learning

Main Purpose

• The Customer Services Specialist will execute effective and efficient handling of all customer enquiries received via phone, email, fax, reps or website across the entire value-chain and promote customer self-service through the B2B and B2C channels.

Key Duties and Responsibilities    

• Contribute to the development and delivery of a superior customer experience at each touch point across the customer value chain and assisting customers where required.
• Resolve all Customer Enquiries from initiation to successful completion, including first line Technology Support for all digital product and learning solutions deployed, based on seasonal peaks and service growth where required. 
• Ensure professional communication skills are maintained at all times.
• Maintain knowledge of all business systems, processes, and business rules to ensure the effective handling of all customer enquiries to meet specified KPI’s.
• Work co-operatively to enable the successful implementation and on-going support of all customers through any customer experience model developed. 
• Comply with all Service Levels communicated, as defined by the business priorities and strategy. 
• Work co-operatively with the deployment of effective CRM principles, procedures, and reporting. 
• Attend in-house training events for the team around system upgrades, existing and new products, together with the implementation of improved workflows.
• Communicate with all internal teams to enable effective resolution of enquiries. 
• Conduct on-going market analysis and research campaigns when required.
• Comply with all reporting processes to ensure relevant stakeholders have visibility of progress.
• Create an environment conducive to the immediate response to all customer complaints received directly or indirectly, with service levels exceeding the customer expectations.
• Work collaboratively with the Customer Orders Team, within an atmosphere of respect and open communication.
• Work collaboratively, innovatively, and supportively with colleagues across the Maskew Miller Learning business matrix to drive excellence and profitable revenue growth. 

Educational Requirements    

• Matric is Essential
• Relevant qualification and/or experience in Customer Relations/Services or Call Centres.
• Computer literacy (MS Office, internet and other business systems) is required. 

Experience Requirements    

• 2 years' experience in a customer services, support or sales & marketing environment. 
• Experience using a CRM system would be an advantage.
• An understanding of the education environment, processes, and customer requirements. 
• An understanding of digital products and services offered.
• Proven experience working in both product and service-based areas of organisations, ideally with technology as the enabler to migrate clients toward a self-service environment. 

Skills and Competencies    

• Possess excellent communication, problem solving, conflict resolution and calm, tolerant listening skills.
• Work independently within a framework of general instruction. 
• Openness to new ideas, opportunities, and continuous learning.
• Able to remain calm and maintain standards when working under pressure for extended periods of time.
• A business understanding of the Customer value chain, product & services, pricing, account management and distribution.
• Demonstrated negotiation and collaboration skills.
• Resource and time management toward achieving desired service levels.
• Continuous learning.
• Able to manage and see-through multiple business priorities from the various stakeholders simultaneously. 
• Detailed understanding and demonstrated capability of systems & processes to further enhance performance, service delivery and enquiry resolution. 
• Collaborative approach to working with all teams across the business is essential.