Customer Success Consultant

• 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
  
• 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
  
• Maintain up -to -date knowledge of Pinnacle’s 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
  
• Generate reports on after -sales service activities and
  customer feedback for analysis and improvement
  
• Track online order fulfillment
  
• Assist with online customer enquiries
  
• Light technical support (New Profile creation/Password resets
  etc)
  

Requirements

• 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
  

• Matric is essential
  
• 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
  
• E -commerce administration
  experience 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
  

• Perform all duties
  with integrity, to the highest ethical standards, and in compliance with all
  relevant legal, contractual and other requirements as mandated by the Company
  Code of Conduct
  
• Keep up to date
  with changes in applicable compliance obligations, controls and measures
  relevant to the role