Customer Support & Monitoring Specialist

Johannesburg, South Africa

Customer Support & Monitoring Specialist

Johannesburg, South Africa

We are looking for an experienced customer support and/or basic data monitoring specialist.

A pro-active approach, the ability to work performance oriented and strong communication skills are required.

Job description:

  • Providing second line support to our customers, both by telephone and by e-mail
  • Handling escalations and report them to our technical team
  • Training and coaching of first line support
  • Monitoring App store & social reviews and respond to them
  • Improvement and creation of automated support messages
  • Monitoring the daily performance metrics as well as quality changes
  • Identifying and analyzing trends and changes in performance metrics
  • Being the contact for our providers regarding quality issues and possible improvements 

Your skills and experience:

  • Customer support and/or basic data monitoring background
  • Pro-active, independent and performance-oriented
  • Strong affinity with data and ability to monitor it
  • Customer-friendly and strong communicator
  • Affinity with technology
  • Ability to coach and train the team
  • Good communication skills in English, verbal and in writing

Interested?

Do you recognize yourself in the description above? Send an email to our VP Operations: Africa, Dean Hiine (d.hiine@talk360.com ) with a short motivation, resume and contact details.