Customer Solution Specialist (Remote) at Datafin Recruitment

DUTIES:

• Own the full sales process – Respond to inbound inquiries, qualify leads, deliver demos, prepare proposals, and close deals.
• Engage with users – Understand their needs, resolve queries, guide them through the platform, and provide clear product recommendations.
• Provide technical support – Troubleshoot issues related to functionality, compatibility, or user setup, ensuring prompt resolution.
• Enhance user experience – Gather feedback, identify pain points, and advocate for improvements.
• Upskill users – Lead onboarding sessions and training to help users get the most from the product.
• Collaborate internally – Work with the billing and technical team to escalate and resolve complex issues and implement user-requested features.
• Drive customer success – Monitor usage, offer tailored solutions, ensure satisfaction and retention, and identify upsell or cross-sell opportunities.
• Respond to customer queries via email, chat, phone, and helpdesk, resolving or escalating issues as needed.
• Respond to inbound sales inquiries via email, chat, and phone; qualify leads and ensure timely follow-ups and convert them to paying customers.
• Deliver product demonstrations and walkthroughs tailored to prospective customer needs.
• Prepare proposals, manage subscription plans, and close deals.
• Manage all customer interactions, including support tickets, onboarding, and ongoing communication.
• Set up and maintain CRM workflows to streamline support and sales processes; follow-ups, reminders, sales tasks etc., ensuring accurate and complete data.
• Maintain the sales pipeline and ensure timely follow-ups through CRM workflows.
• Guide new users through setup, training, and account activation.
• Build and maintain strong customer relationships through regular check-ins, proactive outreach, and responsive support.
• Manage user accounts and access permissions, including plan changes and account transitions.
• Identify and suggest upselling or cross-sell opportunities aligned with customer needs.
• Create and maintain internal and external support material (e.g., guides, help articles, training resources)
• Capture and escalate customer feedback, bugs, and feature requests.
• Identify trends and recurring issues and propose proactive solutions to improve the customer journey.

REQUIREMENTS:

Soft Skills

• Excellent written and verbal communication
• Empathetic and customer-centric approach
• Strong problem-solving and critical thinking
• Time management and prioritisation
• Adaptability in fast-paced environments
• Proactivity and initiative
• Collaboration and team orientation
• Professional, approachable, and emotionally intelligent

Hard Skills

• Strong technical aptitude and quick learning of new tools and systems
• Full-cycle sales experience (inbound qualification to close)
• CRM management, including pipeline tracking and workflow automation
• Helpdesk software proficiency (e.g. Intercom, Zendesk)
• Product demonstration and user training delivery
• Troubleshooting and basic technical support
• User account and access management
• Basic reporting and analytics (e.g., usage or ticket trends)
• Documentation and process mapping
• Data accuracy and completeness, and CRM hygiene

Qualifications And Experience

Essential

• Grade 12
• Tertiary qualification
• 2+ years’ experience in customer support, customer success, or technical sales

Desirable

• Familiarity with CRM and helpdesk tools (e.g. Pipedrive, Intercom, Zendesk)
• Experience in a SaaS or tech support environment

ATTRIBUTES:

Essential

• Integrity: Ethical, does not cut corners, trustworthy, and prioritises company interests over personal gain.
• Customer focus: Monitors client satisfaction, builds strong relationships, and is visible and accessible to clients.
• Sound judgement / Decision Making: Applies consistent logic, rationality, and objectivity; avoids being indecisive nor impulsive.
• Resourcefulness / Initiative: Finds creative ways to overcome barriers, delivers results despite constraints, and demonstrates a bias for action.
• Adaptability: Flexible, resilient, and effective in navigating complexity and change.

Desirable

• Excellence: Holds self and others to high performance standards, shows strong accountability, and has low tolerance for mediocrity.
• Listening: Attuned to others’ opinions, needs, and emotions; listens actively with empathy and patience.
• Likeability: Emotionally intelligent, warm, compassionate, and approachable; not arrogant; maintains a sense of humour.
• First impression: Professional in demeanour, presents well through body language, eye contact, posture, and tone.