Customer Support Consultant at CLS Human Capital Specialists

Job Purpose

Assist the Value-Added Services division in the Customer Success department to ensure client satisfaction by implementing specialised projects.

Requirements

Minimum education (essential)

• Matric

Minimum education (desirable)

• Certificate in Administration

Minimum applicable experience (years)

• None

Required nature of experience

• Data Capturing
• Client Engagement
• Administration

Skills and Knowledge (essential)

• Remote Technical Support
• MS Office

Skills and Knowledge (desirable)

• Education and/or School Compliance and Operations
• SA-SAMS System
• Valistractor Software
• GDE Extractor Tool
• Winzip/Winrar
• Plus and Smart Systems
• Google for Business
• Basic technical support skills
• Basic understanding of network setup
• Basic understanding of software installation
• Basic understanding of MS Access Databases

Other

• Bilingual

Key Performance Areas, Weights and Objectives

Client Engagement 30%

• Provide enrichment support on relevant platforms and third-party platforms.
• Provide accurate communication on client queries.
• Provide professional and accurate telephonic and written support.
• Proactive decision making and feedback regarding client queries.
• Assist with and resolve problematic areas with regards to submissions.
• Ensure that a professional image of d6 is represented.

Projects 50%

• Ensure that all relevant administration for projects are completed accurately in a timely manner.
• Assist with successful completion of projects.
• Ensure that the project is maintained while awaiting development.
• Meet project deadlines.
• Capture data accurately.

Training and Consultation 15%

• Assist with coordination of enrichment workshop training. (70%)
• Present training as and when required. (15%)
• Provide consultations as and when required. (15%)

Initiative Development 5%

• Detect issues and investigate ways to resolve them.
• Assist with creation and maintenance of enrichment documents, manuals and training.
• Conduct market research and identify new opportunities for revenue generation and client satisfaction.