Client Support Specialist

Main purpose of the job: 

The Client Support Specialist provides exceptional phone and web-based support to clients, resolving technical queries, maintaining website content, and delivering outstanding customer service. Working closely with internal teams, the role focuses on building strong client relationships while ensuring clients maximise the value of our products and services. This is a hybrid role requiring a dedicated home office setup, with once a week attendance at our Westville office.

Responsibilities

Client Support: 

• Provide phone and web based contact with clients. 
• Proactively contact assigned clients to build client relationships. 
• Interact with clients and troubleshoot problems relating to their websites, stock, leads and additional products. 
• Update web content and ensure it is fresh, relevant to the dealer and that spelling and grammar are correct. 
• Assist with building and updating of websites. 
• Jivo Chat 
• Traffic Controller (Tasking)

• Phone Management 
• Pro-active calls made to the clients. 

• Attend to emails and replies 
• Provide training to staff and clients on in-house system 
• Smart Manager App Support 
• Administration - adding notices to system, logging of all activities as example for administration 
• Load OEM Banners on the 1st of every month. 
• Load Specials and Banners for clients. 
• Member updates, changes and loading of new member profiles. 
• Content Editing 
• Change Blogs 
• Collaboration with other teams 
• Proactive content updates to client websites 

General: 

• Assist the Team Leader with any ad hoc requirements to ensure processes are streamlined and daily tasks are completed within their time frames. 
• Time Management: Update daily time sheets and manage time when working on tasks. ● Give fanatical attention to detail, when required. 
• Key focus: keep customers happy. 
• Uphold high levels of customer service. 
• Assist clients with stock and lead inquiries and action tasks to uphold high standards of customer service. 
• Build effective relationships with clients, suppliers and others outside the company, to further the achievement of business objectives. 
• Focus on high-quality standards, balanced with consistent achievement 
• Listen to the client’s needs and work to satisfy them

• Gr.12/School leaving certificate is a minimum requirement 
• Information Technology Qualification is essential 
• Basic HTML and CSS skills are essential
• Strong IT skills are required
• 5* Customer Service skills is a minimum requirement 
• Excellent command of written and spoken English 
• Show high attention to detail 
• Strong organisational skills 
• Teamwork and partnership 
• Show personal commitment to the role and the company 
• Dedicated to quality and client service 
• Ability to solve problems and get results 
• Self-management skills & ability to multi-task and manage stress effectively. 
• Interpersonal skills