Job description (Details of the position i.e. duties): Frontline product support: - Attending to in/out Frontline requests - Escalating investigative queries to second line support/consulting - Correct time logging - Correct ticket admin (time logs, Client ID, Summary, ticket details) - Closure of completed tickets - Follow user guides/SOPs where possible, ensuring consistency and quality of work - Report back to your TL on areas lacking documentation/guides Support inbox: - Allocate tickets to correct departments/consultants - Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible - Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable Client chats: - Quick turnaround time on IM chat responses - Follow internal SOPs (ensuring quality responses and follow up) - Opening tickets related to items raised on IM chats - Ensure IM chat roster is being followed and that your shifts are covered Customer engagement: - Respond to (investigating and solving) client queries relating to company products - Communicating with customers via email, phone and IM chats - Provide high-quality customer support by means of quick, effective and informative feedback and relevant information Feedback to Dev: - Report bugs via escalating DevGo2's (following correct process) - Report back on client enhancement requests and product feedback Ticket/inbox management: - Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL - Upsell company offerings where possible - Provide customers with what they requested, and more, where possible - using supporting materials such as links to guides, sops etc - (FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of - (AHT) Average Handle Time of 24 hours for ticket resolution/completion - Follow correct process to escalate client complains - Research as required to resolve customer queries - Report key issues to wider team by means of the Client Heat Meet - Represent the brand when required Feedback to team leaders: - Escalate any concerns to your TL/HR as needed - Regular feedback to your TL on personal development / issues / needs Experience, Qualifications and skills: Experience: - Experience working in collaborative teams - Prior experience in a frontline team - Prior experience in tourism - advantageous Skills: - Very strong software application knowledge - Excellent spoken and written English language skills - Typing speed (>45wpm) - High attention to detail - Sense of urgency to meet SLA's - Passionate about customer service - Excellent documentation and admin skills - Inquisitive and eager to learn Candidates will be required to complete relevant assessments Sector: IT, Tourism
