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 SLAs- Passionate about customer service- Excellent documentation and admin skills- Inquisitive and eager to learn Candidates will be required to complete relevant assessmentsSector: IT, Tourism
