- Century City
- Salary: R28 000.00 Per Month
- Job Type: Permanent
- Sectors: Marketing
- Reference: SMAD2092024-6
Vacancy Details
Employer: West Coast Personnel
· Guide customers through the onboarding process, ensuring they understand how to use the Platform.
· Provide high-quality product support, partnering with customers to resolve queries via email, chat, and phone.
· Analyze key account statistics and performance metrics to identify pain points and educate clients, driving campaign improvement.
· Identify opportunities for upselling or cross selling the Company’s products.
· Serve as the main point of contact for customers, managing all escalations.
· Liaise with supporting teams (Development, Finance, etc.) on behalf of clients.
· Gather and share customer feedback internally to enhance the product and improve Customer Support practices.
· Identify at-risk customers and implement strategies to retain them.
· Continuously develop in-depth knowledge of the the Company’s platform.
· Demonstrate the ongoing value of their solutions, successfully renewing annual customers.
· Diagnose software issues and resolve escalated customer complaints using established processes.
· Provide guidance on non-technical queries (e.g., marketing, sales, e-commerce setup).
· Create Knowledge Base content.
· Lead knowledge sharing efforts based on customer insights across all departments.
Candidate Requirements
· 2-4 years of SaaS experience.
· SMS experience is a plus.
· Intermediate Excel skills.
· Proven track record in retaining and growing client relationships.
· Ability to thrive in a fast-paced, dynamic environment.
· Excellent communication skills, both written and verbal.
· A team player capable of managing multiple priorities and collaborating across all levels of the business.
· A creative thinker willing to challenge the status quo professionally.
· Passion for start-ups with a solid understanding of the start-up environment.
· Strong work ethic and motivation to contribute to a growing, fast-paced environment.
· Experience in a start-up environment is ideal.
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