Customer Service Consultant

xneelo is a web hosting company of approximately 350 people, spread across teams in Cape Town (head office), Johannesburg, as well as Canada, Ukraine, India and Malta. We see ourselves as business enablers, dedicated to stimulating the economy by helping the business mass market to interact and transact online. We believe that a strong commitment to service excellence is crucial in achieving our mission

We embrace a hybrid working model, affording you the flexibility to contribute from a location that best aligns with the demands of your role. For those in proximity to our offices and/or other team members, regular gatherings foster an environment of collaborative learning and mutual mentorship among team members.

In this fast-paced and rewarding role, you'll be the driving force behind ensuring that each customer's query is resolved to the highest quality. Whether it's domain names, ordering, customer accounts, or billing administration, you'll engage with customers through chat, telephone, or email, leaving them satisfied with the assistance they receive.

As a member of our self-organising team, you'll thrive in a collaborative and autonomous environment that prioritises quality. Our flat organisational structure encourages career growth, supported by a culture of mentorship and coaching. You'll receive comprehensive onboarding and structured training to ensure you're fully equipped for success.

Connectivity is critical! A stable fibre internet connection is a requirement for the role, with a minimum 20/20 speed. Sufficient backup power to sustain working during either fibre or power outages is also necessary. It’s worth noting that we offer a connectivity allowance to enable working remotely.

Daily responsibilities would include:

• Providing efficient support and recommendations to customers regarding web hosting and billing-related queries to enhance their overall experience;

• Collaborating with the team to optimise processes and creatively solve problems;

• Observing and enhancing the tools necessary for the efficient execution of your responsibilities;

• Providing mentorship and coaching to fellow team members, contributing to their growth;

• Taking ownership as a key stakeholder for the Customer Support Team, ensuring alignment and excellence;

• Skillfully troubleshooting a variety of web hosting functionalities, including websites, email, and DNS;

• Empowering customers by educating them on utilising our self-help guides efficiently.

The ideal candidate:

• Demonstrates a passionate belief in the value of Customer Service to the business through principles and past actions/achievements;

• Communicates with insight and understanding, concisely and clearly;

• Is consistently patient, empathetic, amicable and responsive in dealing with all people;

• Demonstrates consistent administrative efficiency and accuracy; and

• Is tenacious in pursuing constructive relationship outcomes.

Demonstrates a high level of proficiency in:

• Communication: Written and spoken English;

• Listening and comprehension;

• Convey understanding of concepts, principles and procedures;

• Administrative skills, attention to detail and troubleshooting;

• Problem-solving: the ability to analyse customer issues, identify root causes, and propose appropriate solutions. This involves being resourceful, creative, and proactive in resolving customer queries.

• Time Management: effectively managing tasks and workload by priority;

• Adaptability: Flexible and open to change, and able to adjust approach based on customer needs or evolving circumstances.

• Technical Aptitude: Comfortable in using technology and have the ability to troubleshoot. Understanding technical and business concepts at a high level.

Requirements

Qualifications and Experience:

• A matric pass or equivalent is essential.