{"id":28167,"date":"2016-06-13T15:08:53","date_gmt":"2016-06-13T13:08:53","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=28167"},"modified":"2016-06-13T15:08:53","modified_gmt":"2016-06-13T13:08:53","slug":"fuse-customer-service-agent-cape-town","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/fuse-customer-service-agent-cape-town.html","title":{"rendered":"Fuse: Customer Service Agent – Cape Town"},"content":{"rendered":"

About Us<\/p>\n

<\/u><\/strong>Fuse is a fast growing, vibrant company whose origins lie the buzzing heart of London\u2019s tech hub – Shoreditch. Creators of a truly disruptive technology that is redefining the way people and organisations learn. Following recent investment, we\u2019re expanding at a phenomenal pace and are now looking to grow a Customer Service Team in Cape Town.<\/p>\n

Fuse\u2019s team is the best of the best. Cutting edge thought leaders, extremely passionate designers, super smart techies and a dynamic management team.<\/p>\n

You’ll be working alongside our team of creative young designers at our offices in the heart of Cape Town.<\/p>\n

THE ROLE<\/p>\n

The role is for a Customer Service agent, providing Customers with support for our cloud based social learning platform. Full training will be provided on how to use our product. You\u2019ll learn what makes a software company tick, how today\u2019s businesses learn and how they really use social media and get to work with everyone from UK household names and multinational corporations to global charities.<\/p>\n

You\u2019re mission is to delight our customers with your Customer Service skills\u2026 No matter what the issue, you won\u2019t rest until you\u2019ve got the answers they need.<\/p>\n

As an expert on our platform, products and services, you\u2019ll be well placed to answer most of their question directly or link them to resources they can use. You\u2019ll work with the Technical support team, developers, product owners and teams across the business to find the answers your customers need.<\/p>\n

The customers experience is paramount and you\u2019ll not rest until we\u2019ve provided the best service we possibly can.<\/p>\n

YOU<\/p>\n

You\u2019re a people person with spectacular interpersonal skills who geniunely enjoys helping others.<\/p>\n

Going the extra mile to make sure your customer is happy is part of your DNA and something you do instinctively.<\/p>\n

You\u2019re naturally collaborative and keep a can do attitude<\/p>\n

Experienced in customer service you understand how to defuse frustrations and turn around unhappy customers.<\/p>\n

You proactively communicate to keep your customers informed at all times and approach every communication no matter how small with the utmost levels of professionalism.<\/p>\n

You develop relationships both with our customers and internally and your insight into our customers\u2019 desires and feelings is sought by our product teams.<\/p>\n

You take customer satisifaction scores and first response times really seriously and strive to improve them constantly.<\/p>\n

You take great pride in your indepth knowledge of our products and services. You\u2019re the first to experiment with new features, you know all the quirks, the workarounds and enjoy showing others how to get the best from Fuse.<\/p>\n

The customer\u2019s experience is everything to you and you\u2019re continually looking to refine and improve the way we work.<\/p>\n

Tenacious, independent and self driven, you\u2019ll work with teams across the business, overcome barriers, investigate, learn new skills and do whatever it takes to ensure we deliver the customer the best service we can.<\/p>\n

Requirements<\/p>\n

<\/u><\/strong>Skill set<\/p>\n

Excellent verbal and written English communication appropriate for customer facing duties<\/p>\n

Strong interpersonal skills<\/p>\n

Good diagnostic and logical troubleshooting mindset with previous experience essential<\/p>\n

Be self-sufficient and capable of proactively taking ownership of issues and developing solutions and communicating with the rest of the business<\/p>\n

Previous experience of working in a software business beneficial<\/p>\n

Previous experience of support ticket or case management systems whilst not essential will be extremely advantageousl<\/p>\n

Previous experience using error and performance handling tools beneficial (e.g Airbrake & Newrelic)<\/p>\n

Understanding of Agile based development will be advantageous<\/p>\n

Experience with Jira project management software advantageous<\/p>\n

Key Tasks and Responsibilities<\/p>\n

Ensure the Customer has a great experience<\/p>\n

Your primary role is to help and support customers with any issues, questions or challenges they may have. You\u2019ll ensure they get the answers they need and enjoy the experience of dealing with Fuse Support<\/p>\n

Provide second line support for all clients<\/p>\n

Investigating customer reported bugs and issues and working with the technical and development teams to own and manage bugs and support issues through to resolution within our agreed SLAs<\/p>\n

Working with Technical Support teams<\/p>\n

Work with Technical Support Teams to own and manage bugs and support issues through to resolution. This involves managing and prioritizing a backlog of tasks for development teams and taking part in daily stand up calls with the team.<\/p>\n

Working with Product teams<\/p>\n

Working with customers all day everyday your insight into how they feel about our product, thier desires and frustrations will be invaluable for our product teams.<\/p>\n

Work with Implementation teams<\/p>\n

Support the implementation team with adminstrative work required to setup Fuse for individual client usecases.<\/p>\n

Supporting sales<\/p>\n

Support sales in creating and preparing Fuse instances for client demonstrations.<\/p>\n

Maintain and update the Case management system<\/p>\n

Ensure all incoming Cases (Bugs, Issues, Risk & Requests) are logged and processed within service level requirements and in accordance with company procedures and framework<\/p>\n

Ensure the Case Management System is accurately maintained and updated.<\/p>\n

Benefits<\/p>\n

<\/u><\/strong>25 Days Holiday, not including bank holidays<\/p>\n

The change to make a real difference in the world!<\/p>\n","protected":false},"excerpt":{"rendered":"

About Us Fuse is a fast growing, vibrant company whose origins lie the buzzing heart of London\u2019s tech hub – Shoreditch. 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