Customer Success Consultant X3 at Pinnacle ICT

Job Purpose

• The Customer Success Consultant plays a crucial role in ensuring customer satisfaction post-purchase by providing support, handling warranties, and addressing any issues, problems, or concerns related to ICT products or services.
• This role will serve as a critical function to ensure that exceptional post-purchase support is provided to all customers.

Key Responsibilities
Customer Support:

•  Address customer inquiries, issues, and complaints related to post-purchase experiences promptly and professionally via various communication channels
•  Provide operational support, process flow, and guidance for post-sale.

Issue Resolution:

•  Investigate and resolve customer issues effectively, ensuring a positive resolution and customer satisfaction
•  Collaborate with other departments, such as Technical Support or Sales, to resolve complex problems

Product Knowledge and Training:

•  Maintain up-to-date knowledge of Pinnacles full range of ICT products, services, and updates to assist customers accurately.
•  Develop training materials and training guides to educate customers on self-service troubleshooting

Documentation and Reporting:

•  Generate reports on aftersales service activities and customer feedback for analysis and improvement.

Skills & Competencies Required
Experience and Knowledge:

•  2-4 years of experience in a customer support or sales environment
•  Excellent proficiency in relevant computer applications
•  Knowledge of customer service practices and principles
•  Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage
•  Previous experience in customer sales and post-purchase support at all levels of an organization including high-profile customers
•  Knowledge of ICT Hardware products and ICT services will be an advantage

Skills and Education:

•  A diploma or relevant certification in ICT or a related field is advantageous
•  Strong telephonic and verbal communication skills along with active listening
•  Critical customer resolution skills
•  Conflict management skills
•  Customer focus and adaptability to different personality types
•  Consistency and a strong work ethic
•  Ability to handle stressful situations appropriately and necessary soft skills
•  Ability to multi-task, set priorities, and manage time effectively
•  Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
•  Organized individual who is deadline-driven with good time management skills
•  Excellent interpersonal skills
•  Good attention to detail
•  Ability to upsell will be advantageous

Personal Attributes

•  Passion for problem-solving
•  Solution orientated
•  Tactful manner of approach
•  Able to work in a pressured environment and manage stressful interactions
•  Interested in IT products and technology
•  Interested in continuously learning about technology products
•  Confident, self-motivated, and display a high level of energy
•  Customer service orientated
•  Enjoy collaboration and able to work as part of a team
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed