Job Description

South Africa's market leader in Web Hosting is looking for an individual who is passionate about optimisation and automation, and who will enable and support the Customer Support Team's execution.

You will work as part of a self-organising team who values collaboration, teamwork and autonomy. Our head office is located in Durbanville and this position is able to work remotely as part of our hybrid work policy.

What you'll do:

Stay up to date with industry trends, as well as new releases and features within the omnichannel software.

Manage xneelo's relationship with the omnichannel provider.

Gain a deeper understanding of the value the service can offer xneelo and work relentlessly to realise it.

Understand and monitor xneelo's SLA with the service provider.

Spot trends in escalations to the service provider and work with the Customer Support Team and provider to reduce recurrence.

Act as the first line of support for the Customer Support Team by managing escalations to the provider, resolving requests and keeping stakeholders informed.

Seek optimisation and automation opportunities within the service for the Customer Support Team and the wider group of users.

Maintain and improve tools and features activated within the service such as bot flows, assignment rules, automation rules etc.

Work with the Customer Service leadership team by offering implementation support to strategic initiatives.

Work closely with the Service Level Coordinators and Specialists to optimise workflows.

Establish and maintain a roadmap for the service.

Who you are:

Adaptable with a learning mindset: You will need to adapt to evolving technologies, updates, and requirements. Being open to continuous learning, staying updated with industry trends, and being proactive in acquiring new skills is crucial.

Strong time management and organisation skills: The ability to manage multiple tasks and prioritise effectively is important. Being organised and efficient in handling customer requests and projects contributes to the overall success of the role.

Proactive problem identification: Identifying potential issues before they become problems is a valuable trait. Being proactive in identifying areas for improvement and suggesting innovative solutions can enhance customer experience and drive success.

Passion for customer success: A genuine passion for helping customers achieve their goals and providing exceptional service is a characteristic highly valued. Having a customer-centric mindset and dedication to customer success can make a significant difference.

Attention to detail: The specialists would be responsible for configuring and customising the software to meet specific needs. Paying attention to detail ensures accurate implementation and delivers a high-quality solution.

Communication skills: Excellent verbal and written communication skills are essential for effectively interacting with stakeholders. You should be able to articulate technical concepts clearly and offer guidance.

Problem-solving skills: The ability to analyse requirements, troubleshoot issues, and provide effective solutions using the product. Being able to think critically and apply creative problem-solving techniques is crucial.

Collaboration and teamwork

Experience

Previous experience in a customer service and/or business process manager role is advantageous.

Proven track record of optimisation or automation projects

Helpdesk or omnichannel automation and optimisation experience

Double bonus: Experience optimising bots

xneelo