Customer Care Representative (CCR)

Job Summary:Role includes contact centre work primarily inbound) as well as completing Client’s Sales Forcecase-work, in line with policies and procedures. This role is 40 working hours on a rostered basis Monday – Sunday assisting and coordinatingwith customers with their hardware and software requests, process orders, moves, adds andchanges from origin to dispatch. Job Responsibilities:1. A key member of the Customer Care team by supporting the delivery of a professionallymanaged, efficient and effective service to our customers, dealers and installers.2. Working closely with other parts of the business providing the customer with anexceptional level of service.3. Processing customer requests in an accurate and efficient manner, while communicatingwell with the customer to ensure they are never out of the loop.4. Working as an active and constructive member of the team.5. Helping create a culture that is productive, open, honest, professional, innovative,friendly and sustainable.6. Keeping our customer promise of helping them achieve their business outcomes meanswe take care of their journey with us every step of the way.7. Manage expectations and anticipate new requirements by monitoring usage of our SaaSplatform and their business growth.8. Processing subsequent sales and facilitating adds, moves and changes within theirbusiness.9. Ensure that customers are kept up to date with new features and products whenever weare in contact with them10. Specific tasks include:Deal directly and promptly with customers, installers and other internal and external customers either by telephone or electronic means.Obtain and evaluate all relevant information to handle inquiries and issues.Log and manage requests and unresolved issues.Record details of actions taken in SalesForce, and follow all appropriate business processes and procedures.Identify and escalate situations requiring urgent attention with clear and concise notes.Proactively follow up on on-hold cases so that you can provide outcomes to our customers.Processing subsequent sales orders and facilitating adds, moves and changes within our customers’ businesses accurately, efficiently and cost effectively from origin to dispatch.Identifying growth opportunities and providing our customers with the most appropriate solution to fit their needs.Keeping customer satisfaction and ease of dealing with the Company at the top of mind.Communicate and coordinate with internal departments & ramp; provide support for Sales Representatives.Provide a complete and professional experience for all customers.Print and post Paper RUC licences to our customers on a rostered basis.Testing New Features - to be an asset in the Customer Care team we have determined that a small exposure to testing new features allows a greater level of assistance being given to inquiries. You may be required to complete Operational Acceptance Testing of our software on a regular basis.Follow all safety and wellbeing procedures and instructions, including reporting hazards, incidents and accidents and participating in safety and participating in safety and wellbeing initiatives and programs as required.