JOB VACANCY: CUSTOMER AND PRODUCT SUPPORT CONSULTANT

POSITION: CUSTOMER AND PRODUCT SUPPORT CONSULTANT

VACANCY AVAILABLE FROM:  1 June 2019

APPLICATIONS OPEN: 1 May 2019

APPLICATIONS CLOSE: 20 May 2019

DNS Africa Ltd is looking to recruit the services of a Customer and Product Support Consultant preferably to be based in our offices in MAURITIUS (North), or work remotely, and who will report to the relevant Service Manager.

We are a dynamic medium size service company, providing specialised technical services, products and support to the domain name industry. We manage the registry systems for various influential African top-level domains and we are in the process of launching an exciting new domain name reseller platform aimed at the African market.

DUTIES:

• Act as a single point of contact to receive, log, respond to and/or escalate incoming customer support requests (email, chat, tickets and calls) relating to (amongst others) billing queries, system errors, service requests and/or sales leads;
• Ensuring a high level of professionalism and have a positive rapport with all customers in handling their problems or assisting in sales;
• Handle customer requests by providing appropriate solutions and/or alternatives within the designated service level time limits; follow up to ensure resolution; keep records of customer interactions, process customer accounts and file documents;
• Updating customer information in the customer service database and ensuring that the service desk knowledge-base and related templates remain relevant and up-to-date;
• Working with the company’s technical teams and management to stay up-to-date on product development and changes to business policies;
• Follow customer communication procedures, guidelines and policies; and
• Take the extra mile to engage customers and to provide timely feedback to management.

QUALIFICATIONS:

• High School Diploma / AS Levels or higher.
• Computer experience and aptitude.
• Tertiary qualification is an advantage.

REQUIREMENTS/EXPERIENCE:

Minimum requirements and experience of at least 3 years as a Product and/or Customer Support consultant with (preferably) a proven track record in using an established online service desk platform like Support Pal, Zoho, Zen Desk, Jira, etc.

SKILLS REQUIRED:

• Excellent interpersonal skills
• Strong problem-solving skills and experience
• Excellent understanding of English (written and verbal).
• Ability to speak and write French and/or Arabic and/or Swahili is an added benefit.
• Ability to work in a team and remotely.
• The ability to manage and prioritise multiple concerns simultaneously
• A positive attitude, even when faced with misplaced criticism or frustration
• The ability to learn quickly and move on from both success and failure
• The ability to identify patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.

SALARY:

Salary negotiable subject to qualifications, level of expertise and experience

NOTE TO APPLICANTS

1. An extensive CV, with contactable references, must be submitted with your application;
2. Certified copies of certificates must accompany your application; and
3. Please indicate your notice period at your current employer (if any).

CLOSING DATE:  

As per above.  [NB: Please assume that your application is unsuccessful if you do not receive any feedback within a month of the closing date.]

ENQUIRIES: All enquiries to be directed to recruitment@dns.business 

SUCCESSFUL CANDIDATES WILL RECEIVE DETAILED TRAINING ON THE COMPANY’S PRODUCTS, SERVICES AND BUSINESS TOOLS.