Case Management SpecialistDepartment: Customer Operations
Employment Type: Permanent - Full Time
Location: Cape Town
Reporting To: Support Manager
DescriptionReporting to the Support Manager, the Case Management Specialist will be responsible for ensuring that customer needs are met and issues addressed promptly through proactive and positive communication. This role involves delivering exceptional customer service by effectively managing and responding to customer inquiries and issues. By providing accurate information and timely resolutions, you will help build and maintain strong relationships with customers, fostering loyalty and trust in the Dye & Durham brand.
Key Responsibilities Strong customer service background, preferably in a telephony and/or email-based role. Provide support to users in resolving application-related incidents, service requests, and problems in a timely and efficient manner in line with business requirements. Assist clients with any queries and questions on the Quill system via the Zendesk ticketing system, telephone, and live chat. Provide timely communication to clients on the status of their service requests and incidents. Report any incidents to our Incident Management team, providing as much information as possible and keeping clients updated. Provide application support across all business functions. Maintain application support technical documentation. Set up new client databases using Linux command line and create users in both Active Directory and our internal web portal. Query databases and write/adapt current stored procedures using Firebird SQL. Train new members of the team in Quill products and procedures. Skills, Knowledge & Expertise Previous case management workflow or time recording experience. Previous client and/or case management experience. Experience of using a CRM (such as Zendesk, Fresh Desk, or similar). Knowledge of Legal Aid would be beneficial. Comfortable working towards strict KPIs and SLAs. Excellent verbal and written communication skills. Excellent problem investigation and problem-solving skills. Comfortable working in a process-driven environment. Job BenefitsAt Dye & Durham, we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favorite charity.
Do you share our DNA? We ask how tomorrow can be better than today. We are passionate about solving our customer's challenges. Our ideas break boundaries. We value different perspectives and encourage dialogue. We take ownership and celebrate together.
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