Customer Support Specialist at Aldelia Limited

Job Profile:

• We are looking for an innovative, self-driven and ambitious Customer Support Specialist to join our team.
• The Customer Support Specialist is a client support role for issue triage, resolution and customer engagement. The ideal candidate is responsible for maintaining customers' relationships with the company, providing answers to customers' questions and other needs related to technical support using the CRM tool and other channels. This role supports our promise of frictionless operations by receiving client issues and ensuring fast and permanent solutions.

As a Customer Support Specialist, your job responsibilities include the following:

• Provision of a reliable interface between client IT supports and other Operations personnel and Zone business units.
• Respond to clients' enquiries for technical assistance via telephone, e-mails or CRM tool.
• Logging of cases and help desk interactions with clients using CRM applications.
• Follow standard help desk procedures in order to assist clients to resolve technical issues.
• Track and route all technical problems including Database, code, operating system, web-server, integration, networking, and hardware issues, amongst others.
• Prepare activity and other CRM reports using modern data visualization tools.
• Other support interactions with clients to ensure client satisfaction in line with the company’s business goals.
• Active engagement in the achievement of Goals & Objectives in line with the company’s vision, mission and values relevant to responsibilities granted to you, which may be amended from time to time.

We would love to meet you if you have:

• Impeccable follow-up and follow-through skills
• Exceptional customer service orientation
• Patience for dealing with difficult customer-service situations
• Excellent problem-solving abilities
• Good data visualization skills

These are some of the nitty-gritty things you may have listed on your CV/LinkedIn profile but certainly do not define who you are:

• Bachelor's degree in Computer Science, Computer Engineering or any other relevant field.
• Minimum of 2 years relevant working experience in a similar role
• Good working knowledge of the payments industry
• Good verbal and written communication skills.
• Excellent interpersonal, problem-solving and analytical skills.
• Great customer service skills.
• Ability to pay attention to details and work well under pressure.
• Ease and ability to learn fast and solve complex problem.

Physical Requirements:

• We currently run a flexible work structure; some days are remote while others require you collaborate with colleagues at the office location. For each situation, you may have:
• Prolonged periods sitting at a desk and working on a computer.

Other Requirements:

• HDI-CSR or ITIL Foundation will be an added advantage.
• This role reports to the Customer Support Manager.