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  • Posted: Apr 14, 2022
    Deadline: Not specified
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  • Clickatell is a cutting edge technology company and global leader in mobile messaging that enables effortless, personalized, and contextual digital interactions between businesses and their customers. Clickatell was the first company to enable a web to mobile app from any website in the world and, harnessing over a decade of insight into the complexities of...
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    Customer Support Agent

    Purpose

    • The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment.
    • To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels.
    • Attend to and log all telephonic, email, add chat queries on the CRM system.
    • Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned.
    • Assist customers with queries relating to payments, support and the like.
    • General client relations and administrative tasks.

    We Do The Right Things - Responsibilities of the Role

    • Resolve customer technical/sales queries or escalate to appropriate departments or team member to ensure resolution
    • Achieve agreed set goals and company- wide objectives
    • Meet productivity and performance targets as determined by individual contract
    • Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards
    • Accurately categorise cases for Business Intelligence reporting
    • Compile Daily Handover reports
    • Participate in product testing
    • Requirements

    We Are On A Learning Journey - Requirements of the Role

    • Matric
    • IT Diploma / Completed or studying towards or any other related qualification in the technology space
    • Knowledge of the technical aspect of operating systems and Internet
    • Minimum 3 years customer service experience
    • Industry experience in either technology, financial services, payments, or telecommunications will be advantageous
    • Troubleshooting experience
    • Basic selling experience
    • Strong typing skills

    Benefits
    Why You Should Join - Perks of the Role

    • Healthcare, Retirement Fund and Risk benefit company contributions
    • Quarterly performance incentives
    • Reimbursable Communication allowances for internet and mobile phone bills
    • Half-day off on your birthday
    • 5 personal days leave a year, over and above your annual leave
    • Remote Working (our offices are currently open for essential use only due to COVID-19)
    • Home office set-up with laptop, monitor, chair and UPS

    go to method of application »

    Enterprise Support Agent

    Purpose

    • To ensure maximum possible service availability and performance
    • To provision customer network services on core equipment
    • To provide support services for Technology and other technical teams
    • To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment
    • To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as escalation point in case of emergencies
    • Maintain and exceed all required customer SLA’s and internal OLA’s
    • Resolve customer queries in a timely and efficient manner
    • Monitoring of APIs
    • Solving technical queries using advanced knowledge and techniques
    • Communicate incidents to internal and external stakeholders
    • Initiate and collaborate in the incident management process
    • Following outlined internal processes for correct escalation and resolution
    • Provide first line user support when required
    • Accurately categorise cases for Business Intelligence reporting
    • Compile Daily Handover reports
    • Participate in product testing
    • Guide and train customer support agents

    We Do The Right Things - Responsibilities of the Role

    • Maintain and exceed all required customer SLA’s and internal OLA’s
    • Resolve customer queries in a timely and efficient manner
    • Monitoring of APIs
    • Solving technical queries using advanced knowledge and techniques
    • Communicate incidents to internal and external stakeholders
    • Initiate and collaborate in the incident management process
    • Following outlined internal processes for correct escalation and resolution
    • Provide first line user support when required
    • Accurately categorise cases for Business Intelligence reporting
    • Compile Daily Handover reports
    • Participate in product testing
    • Guide and train customer support agents

    Requirements
    We Are On A Learning Journey - Requirements of the Role

    • Matric
    • ITIL Certified (Foundation V3) Advantageous
    • IT Diploma or similar tertiary qualification Advantageous
    • Must understand and demonstrate knowledge of:
    • Networking, from Ethernet to IP
    • Operating systems, from bare steel to network services

    Benefits
    Why You Should Join - Perks of the Role

    • Healthcare, Retirement Fund and Risk benefit company contributions
    • Quarterly performance incentives
    • Reimbursable Communication allowances for internet and mobile phone bills
    • Half-day off on your birthday
    • 5 personal days leave a year, over and above your annual leave
    • Remote Working (our offices are currently open for essential use only due to COVID-19)
    • Home office set-up with laptop, monitor, chair and UPS

    go to method of application »

    Channel Manager - Technology Alliances

    We are looking for a Channel Manager that will work with key Channel business relationships with Big Tech organizations that are critical partners to Clickatell’s journey towards enabling Chat Commerce for its end-consumer Brands. The Channel Manager will be responsible for day-to-day business management and relationships with Business Messaging platforms (WhatsApp, Facebook, Instagram, Apple etc) to drive mutually beneficial sales, marketing and product beta opportunities.

    This role involves coordinating with cross-functional teams from product, sales, pre-sales and development teams to deliver on customer needs, meeting sales targets and ensuring our roadmap is enabled. Finally, this role will be involved in the build-out of joint business plans that align to product, business, technical and marketing teams to the regions and segments that Clickatell operates in.

    Key Resposibilities:

    • Develop a Channel growth plan to drives sales within named, inside and small business accounts.
    • Champion Clickatell’s application for Market Development funding with key Channel partners to deliver better business results.
    • Research, identify, create and present business opportunities that can drive revenue through solution development given its product market fit for prospective markets/segments.
    • Identify revenue opportunities supporting Clickatell’s Chat Commerce goals supporting customer engagement/experience, shopping or downstream payment processing and settlement.
    • Act as a key enabler for Commercial agreements which includes working across teams in legal, compliance, products, development and sales.
    • Facilitate early access to beta programs with Channel Partners allowing Clickatell to deliver first to market solutions and innovative use cases in Chat Commerce.

    Requirements

    • You are a pacesetter, who is strong in execution and comfortable in a fast-paced environment and working across multiple projects simultaneously. You set the priorities to deliver practical solutions for opportunities and change. You achieve results though maximizing resources and leading the way to the best solutions. You build and invest in relationships and influentially engage across teams, and with specialists, to brainstorm and arrive at the right answers. You develop, finetune and manage processes and coach the team on procedures and adopting new techniques. You are incredibly independent and a self-starter with a microscopic attention to detail. You take initiative by being resourceful and proactive.

    Work Experience

    • 7+ years of experience working in sales, business development and/or marketing, in a high growth, B2B SaaS/CPaaS organization
    • Experience managing relationships both internally and externally

    Knowledge and Ability

    • Self-driven starter that is nimble, flexible and adaptable to change
    • Product-oriented mind-set that understands the rigor and process needed to bring great offerings to market
    • Excellent negotiation skills
    • Natural presence supported by strong written, verbal and communications skills
    • Comfortable with working across geos and distributed teams
    • Proven relationships skills supported by industry knowledge in some key verticals like financial services, telecom, and retail
    • Demonstrated track record of bringing new services or products to market
    • Curious by nature and on an endless learning journey

    Benefits
    Perks of the Role

    • Medical Aid contribution
    • Pension fund contribution
    • Quarterly performance incentive bonus
    • Risk benefit company contributions
    • Reimbursable communications allowance for internet and mobile phone bills
    • Half-day off on your birthday
    • 5 personal days leave a year, over and above your annual leave
    • Remote Working (our offices are currently open for essential use only due to COVID-19)
    • Home office set-up with laptop, monitor and other related items.

    Method of Application

    Use the link(s) below to apply on company website.

     

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