R12,000 per month

For the past five years, we’ve nurtured an international customer base spanning six continents through our flagship product, QContact. QContact is a versatile omni-channel platform integrated with a CRM, meticulously designed for contact centres and large enterprises. Our mission? To empower businesses with advanced communication capabilities, delivering an unrivalled customer experience.

The Opportunity: Customer Success Associate (technical) x NIGHT SHIFT Position

At QContact, we’re on the lookout for two Customer Success Associate’s to join our growing team and play a pivotal role in our mission. As a Customer Success Associate, you’ll be central to managing our valued clients, including contact centres and enterprise customers, while providing round-the-clock global support. This role would suit someone with a technical background who will embrace the challenge of concurrently managing more complex queries from multiple clients.

The Role: Supporting Excellence in Client Experience

In this role, your mission is to support our clients through training and addressing general queries using the QContact platform. Your enthusiasm for IT and software, combined with your patience for clients of varying technical backgrounds, will be instrumental in delivering exceptional service.

If you’re passionate about enhancing business communication and aspire to make a positive impact on customer experiences, then apply to join the QContact team. Become a part of a dynamic environment where your tech-savvy passion and commitment to customer success will thrive.

Our Ideal Candidate

• You have a customer service background in IT Helpdesk support, contact centre within an admin/configuration environment.
• You are passionate about IT support and you are used to dealing with and solving complex queries.
• You’re a natural customer advocate who listens, learns, and understands customer needs.
• You have a natural inclination towards identifying and solving problems.
• You are self-motivated and self-directed, thriving on your own initiative.
• You are passionate about continuous learning and self-improvement.
• You embrace new opportunities and have a proven track record in making measurable impacts.
• You have exceptional proficiency in both oral and written English, with a potential for additional languages to further enrich our diverse team.
• You have excellent organisational skills, ensuring efficient task management and streamlined processes.
• You consistently complete tasks promptly and within the designated timeframe.
• You maintain a basic understanding of HTML and databases, contributing to a well-rounded skill set.
• You possess fundamental knowledge of CRM systems and dialer services, enabling effective client support.
• You offer unwavering support to clients, ensuring their needs are met comprehensively.
• Value and appreciate the importance of enhancing customer experiences.
• Embrace a fast-learning mentality, always seeking opportunities to expand your skillset.
• Express a strong desire to initiate a career in IT services and contribute to our dynamic team.

Key Responsibilities

• Diligently and enthusiastically serve as the initial point of contact for clients seeking assistance via various channels, including WhatsApp, Support Tickets/Email, Telephone/Video Conference, etc.
• Respond promptly to client inquiries, troubleshoot issues, and provide solutions in a clear and concise manner.
• Document all client interactions and issues accurately for further analysis and improvement.
• Efficiently create, oversee, and resolve customer cases/
• Proficiently execute dialer and CRM configuration tasks for clients.
• Expertly guide clients through understanding the platform’s functionalities.
• Periodically craft support documentation for new feature releases.
• Independently manage daily administrative tasks.

Engagement Activities

• Dive into your own CRM universe within a designated test instance. Consider it your creative playground, where we encourage you to push boundaries and test the limits.
• Actively participate in team discussions and engaging ‘How-To’ sessions. Your contributions and curiosity fuel our collective knowledge.
• Be a part of our vibrant team events in person and virtually.
• While we value your mobility, how you get from point A to B is entirely up to you. Flexibility is key.
• Take the lead in developing and conducting Customer Success training sessions for new-hire agents.
• Share your expertise and empower others to excel.
• Create a positive and inspiring work environment for yourself and your colleagues.
• Your contributions will shape our team culture.
• Be ready to extend a helping hand when your team members need assistance. Together, we thrive on support and collaboration.

Benefits

• Enjoy full training and support right from the beginning and throughout your tenure; we’re committed to your growth and success.
• Our company is on a steady growth trajectory, offering excellent opportunities for career progression.
• Our culture thrives on continuous learning and growth; it’s an environment where you can truly enjoy your work.
• You’ll receive a company laptop, headset, and all the essential tools you need to provide top-notch service to our clients.
• Begin your journey with us with a competitive starting salary of R12,000.
• Take advantage of 20 days of paid annual leave because we understand the importance of spending quality time with your.

BEFORE APPLYING:

Please be aware this is a night shift role and the successful candidates will be required to work between the hours of 4pm and 9am (shift patterns TBD) depending on operational requirements.

The salary for this role is 12,000R per month.