Vacancy: Customer Success Consultant (Cape Town)

Customer Success Consultant

Role Description

Location: Cape Town, Western Cape, South Africa 

Full time and Office Based

Reporting Line: Branch Manager

Job Purpose

The Customer Success Consultant plays a crucial role in ensuring customer satisfaction post-purchase by

providing support, handling warranties, and addressing any issues, problems, or concerns related to ICT

products or services.

This role will serve as a critical function to ensure that exceptional post-purchase support is provided to all

customers.

Ann Pinto

Recruitment Consultant / HR Officer

[email protected]

Customer Support:
• Address customer inquiries, issues, and complaints related to post-purchase experiences promptly and professionally via various communication channels
• Provide operational support, process flow, and guidance for post-sale.

Issue Resolution:
• Investigate and resolve customer issues effectively, ensuring a positive resolution and customer satisfaction
• Collaborate with other departments, such as Technical Support or Sales, to resolve complex problems

Product Knowledge and Training:
• Maintain up-to-date knowledge of Pinnacles full range of ICT products, services, and updates to
assist customers accurately.
• Develop training materials and training guides to educate customers on self-service troubleshooting

Documentation and Reporting:
• Generate reports on aftersales service activities and customer feedback for analysis and improvement.

Experience and Knolwedge:
• 2-4 years of experience in a customer support or sales environment
• Excellent proficiency in relevant computer applications
• Knowledge of customer service practices and principles
• Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage
• Previous experience in customer sales and post-purchase support at all levels of an organization including high-profile customers
• Knowledge of ICT Hardware products and ICT services will be an advantage

Skills and Education:
• A diploma or relevant certification in ICT or a related field is advantageous
• Strong telephonic and verbal communication skills along with active listening
• Critical customer resolution skills
• Conflict management skills
• Customer focus and adaptability to different personality types
• Consistency and a strong work ethic
• Ability to handle stressful situations appropriately and necessary soft skills
• Ability to multi-task, set priorities, and manage time effectively
• Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
• Organized individual who is deadline-driven with good time management skills
• Excellent interpersonal skills
• Good attention to detail
• Ability to upsell will be advantageous

• Passion for problem-solving
• Solution orientated
• Tactful manner of approach
• Able to work in a pressured environment and manage stressful interactions
• Interested in IT products and technology
• Interested in continuously learning about technology products
• Confident, self-motivated, and display a high level of energy
• Customer service orientated
• Enjoy collaboration and able to work as part of a team
• Willing to go the extra mile to deliver the exceptional
• Strong administrative abilities
• Self-managed

All applications in the form of a detailed CV must be forwarded to:

Ann Pinto
[email protected]