Customer Success Specialist at Kerridge Commercial Systems South Africa

• To help further grow these products, we are seeking a technically minded, solutions expert. Someone who’s proactive, has a passion for product design and the confidence to suggest areas for improvement in a fast paced environment.

Key Responsibilities

• Ensures all customers are successfully using the product.
• Provide setup assistance, technical support and training to customers who use our product, replying to inbound queries.
• Offer tailored training sessions online to both new and existing customers.
• Develop customer relationships that promote retention and loyalty.
• Closely monitor Support cases and Customer Feedback to feed this information back into the Product Development Team.
• Offer document layout modifications to customers who request for changes via HTML and CSS (training provided on the job).
• Work with internal stakeholders to resolve customer issues.
• Focus on delivering customer service to many customers
• Create help documentation and video content to help the customer base.

You have experience of dealing with customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with Customers and internal stakeholders.

Key Requirements

• Education: BTEC/A-Levels or Equivalent as a minimum.
• Demonstrable interest in IT with a drive to build a successful career.
• The ability to quickly learn new applications and technologies and a desire for continuous learning and improvement.
• Strong interpersonal skills, customer empathy and determination to resolve issues.
• Analytical, data and process-oriented mind-set who wants to problem solve.
• Enthusiastic and creative in problem-solving.
• Flexible and adaptable – both products and their processes will develop over time.
• Excellent communication skills and willingness to work with others, providing cover and support during peak demand times/holidays/sickness.
• The ability to plan, prioritise and work on several projects at once.
• The desire to work under pressure and in a fast-paced environment.