Customer Success Manager
Are you a Customer Success Manager who’s not concerned with shaking off that title? We also call it Advice because we believe the best way to attract and retain happy customers is not by selling them anything but helping them buy. You will be providing incomparable levels of delight to prospective and existing customers.
Salary R21 100 - R23 769 + benefits
Our purpose is to establish a new standard of excellence in customer service.
We pride ourselves immensely on the product we provide and the service we deliver it with. We believe that all South Africans can expect, and receive, consummately professional, world-class customer service.
We offer exceptional telephone services to businesses. With our telephone system in the cloud, we offer South African businesses the flexibility to work where and how they want and manage everything themselves. We call it Freedom.
The position involves responding to a prospect’s needs and using your knowledge of Voys’ cloud-based phone system to advise on the best solution. You will be guiding the customer from initial contact, through the proposal stage, to sign-up, onboarding and account management. You will be contacting warm leads and following up through the sales pipeline up until the prospect signs up and becomes a happy Voys customer. It will be up to you to make sure our customers are onboarded successfully and receive as much value from our service as possible. We also expect you to deal with cancellation requests from our customers and try to retain them.
For your on-the-job training, aka onboarding, you’ll be expected to be proactive in the process and learn quickly. Once fully up-to-speed (2-3 months), you’ll be sending lots of emails and be on calls that can take up a good chunk out of your day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — peers are supportive and available for guidance but there is no hand-holding!
This job is not for everyone. You’re required to meet your targets without direct managerial supervision. It’s your personal responsibility to uphold Voys’ standards for yourself and your team members. The workload and pace are high. Being on top of your game is paramount. Juggling the immediate needs of customers as well as staying on top of your to-do’s is no easy feat.
Taking inbound advice calls.
Offering advice on the Voys offering and infrastructural requirements e.g. connectivity, last mile, LAN etc.
Proactively making suggestions with regard to the ideal setup for the customer based on their specific situation and needs.
Actively sharing gained insight and knowledge with colleagues.
Proactively assisting customers with their questions, issues, and requests as well as the setup of their account and related services.
Customer retention: handling all cancellations requests.
Building lasting relationships with your customer base.
Making raving ambassadors out of current and future customers
Excellent communication skills, both written and verbal
Diplomatic and tactful
Stress tolerant and great at shifting priorities as demands change
Troubleshooting
Extremely well organised
Conscientious
Tenacious
Resourceful
Analytical
High level of curiosity
Fast learner
Continuous improvement mindset
Self-management
You’re based in Cape Town and consider yourself a great conversationalist. You enjoy making complicated situations simple and painless to understand. This means you’re a great problem-solver. You have highly-tuned senses of compassion and empathy and a drive to constantly help others, customers and colleagues alike. You pride yourself in doing excellent work and thrive on getting sh** done! Your “can-do” mentality ensures that you’re relentless about achieving set targets.
You have an eye for good business and a nose for bulls***. You’re not afraid to share what you know and you welcome feedback. In fact, you thrive on it. You’re also willing to unlearn what you know when the situation calls for it. We’re looking for people who have no problem adapting to newness. This can be the newness to the tools, programmes and systems we use. This can be a newness to how our organisation is structured (Holacracy). Whatever the newness, you have a willingness to adapt. You’re also passionate about continually finding and implementing ways to improve.
Your word is gold - the team and our clients will be able to rely on you doing exactly what you say you’ll do, when you say you’ll do it. You take full ownership of everything you do. Being organised, diligent, and working methodically comes naturally to you.
Salary R21 100 - R23 769 + benefits per month
We have an awesome office in Jamieson Street Gardens, close to Kloof street the epicentre of 'Cape Town Cool'. Once you have gained sufficient experience and completed the 6-month probation period, you will have the option to work hybrid. You will have access to benefits like Medical Aid, Income Protector, Personal Development Allowance and more.
Become an integral part of a passionate team looking to redefine how organisations treat both their people and their customers, while at the same time seizing the incredible cloud-based phone system opportunity in South Africa. You will be able to play a significant role in shaping the direction of this fast-growing venture.
So if you want join a team of smart, passionate individuals inspired by setting new standards of customer delight, hit the button below!