Customer Care Representative

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 andexternal 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 businessprocesses and procedures.● Identify and escalate situations requiring urgent attention with clear and concisenotes.● Proactively follow up on on-hold cases so that you can provide outcomes to ourcustomers.● Processing subsequent sales orders and facilitating adds, moves and changeswithin our customers’ businesses accurately, efficiently and cost effectively fromorigin to dispatch.● Identifying growth opportunities and providing our customers with the mostappropriate solution to fit their needs.● Keeping customer satisfaction and ease of dealing with the Company at the topof mind.● Communicate and coordinate with internal departments & ramp; provide supportfor 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 havedetermined that a small exposure to testing new features allows a greater level ofassistance being given to inquiries. You may be required to completeOperational Acceptance Testing of our software on a regular basis.● Follow all safety and wellbeing procedures and instructions, including reportinghazards, incidents and accidents and participating in safety and participating in safety and wellbeing initiatives and programs as required.