What is customer success?

Customer service is core to every company but even more so at Transaction Junction. Through our tools, industry knowledge, and with the help of our vendors, we strive to deliver an exceptional level of service to all of our customers.

Main purpose of the job

To coordinate technical and business information between vendors and internal stakeholders. To enable service delivery and implementation of products and services to customers as well as to ensure our customer experience is as delightful as possible.

As a customer Success Consultant, you will be responsible for the following:

• Managing and resolving daily customer support inquiries directed to the customer success team via phone and email
• Serve customers by providing product and service information, and by resolving product and service problems, all while demonstrating a willingness to go the extra mile.
• Work with the Customer Success manager to make sure that fantastic customer support is consistently delivered.
• Guide our customers, by providing appropriate solutions and alternatives within the service level agreement and follow up to ensure satisfactory resolution.
• Meet personal/customer success targets.
• Build and nurture sustainable relationships of trust through open and interactive communication with our customers and vendors.
• Continuously educate the organisation on our customers’ pain points and needs (Be the voice of our customer).

Customer Success Consultant: Core Activities and Accountabilities

Administration

• Responsible to load new stores, add lanes, COO and capture amendments or changes on the Store Manager
• Database, all in line with our agreed SLA
• Extract service reports and review to ensure alignment to service level agreements
• Create summaries and dashboards for distribution to customer
• Upload all customer onboarding documentation on our documentation management system
• Assist with Month End Billing – Ensure all new clients have onboarded and the accuracy of all billing information·
• Upload and maintenance of directory of customers on document management system, Confluence
• Log and attend to calls onto Jira for any queries raised and seek resolution
• Calls to be logged for implementation activities
• Adhoc administrative duties as and when required
• Attend Daily and weekly standup meetings

Customer Engagement

• Coordinate implementation of TJ solutions across customers
• Communicate customer requirements internally
• Ensure effective and timeous customer engagement to manage expectations of implementation
• Communicate any potential delays of implementation to customers
• Train and assist customers to use products and solutions including but not limited to Transpector reports
• Ensure queries are addressed and resolved timeously by relevant department
• Promote visibility of customer requirements internally through a pre-defined list of customers
• Foster positive relationships with our customers as their primary source of contact
• Liaise with cross-functional workstreams and product owners to ensure service delivery
• Support delivery of SLA activities
• Engage with customers – pre- and post-installation to maintain a good customer experience

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Job Specifications

• National Senior Certificate
• Project Administration experience advantageous
• 1-2 years’ experience in customer services role

Behaviours

• Energy
• Passion
• Respect for others
• Honest and Fair
• Creativity
• Entrepreneurial Orientation
• Positive Attitude
• Courage
• Tenacity
• Achieves Results

Essential

• Investigate Issues
• Building Relationships
• Communicating Information
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Leadership
• Execution
• Customer-centered
• Planning and Improvement
• Communication
• Ethics and Compliance
• Adaptability

Functional Competencies

• Microsoft Office
• Excellent written and verbal communication skills
• Solid administrative skills
• Organized
• Planning