Customer Service Specialist (Saas)

Potentiam LtdWorkFromHome, Mpumalanga, South Africa

3 days ago

Job description

About the Client

Our client, an exciting UK based SAAS company, enables strong communities by providing platforms where people gather to create new connections and strengthen existing relationships. Their clients are prestigious educational institutions globally, but they are venturing into enterprises. It is simple, they believe strong communities drive success for people and organizations. They create unique spaces where people feel connected on a deeper level

What we are looking for!

To act as a main point of contact for clients as they configure their Alumni platforms, launch to their members, and continue to market and promote their front‑end users

Duties & Responsibilities

To ensure that client requests are responded to promptly via the project management system, Monday.com, and to update clients regarding project timelines, which includes implementing investigation, configuration, and development work
To summarise and confirm the specification of work requirements and cost quotes, reflecting current costings and anticipated timelines of developer completion
Oversee investigation of technical inquiries and be able to ‘translate’ the issue to clients
To coordinate and conduct client calls in regards to project kick‑offs, timeline updates, training, and new feature request walkthroughs
To correctly follow set processes for implementation, testing, and handover using various services. This includes, but is not limited to :
The creation of detailed work tickets for service features, bugs, and improvement
To be able to implement client service requests, using either back‑end framework systems or the Aluminate platform’s admin Build Tools
When necessary, the Quality Assurance (QA) of development work tickets
To review and update client user guides within our published Knowledge Base
Conduct and keep training up to date
To identify continuous process improvement and streamlining opportunities
To monitor system functionality for user experience and information clarity

Background & Experience

Min 5 years' experience working in a client service role within the tech space (2–3 years SaaS experience essential)

Experience managing tech / IT project implementations is essential

Skill & Background requirements

Have a consultancy / business solution mind‑set

Have a passion for the tech space and enjoy supporting clients

Excellent listening skills and the ability to communicate clearly

Show a high level of initiative and be able to self‑manage

To be open‑mind and be able to explain functionality from a user’s perspective

Have an eye for detail in regard to quality and analyzing the user experience

The ability to tailor your communication style to suit different client personalities

To be able to keep calm under pressure

To be friendly and charismatic to client

Salary & Benefits

Competitive Salary, Medical Aid Allowance, Pension fund, opportunity to be part of a dynamic Company and a fantastic client

Team Location & Hours

Cape Town (Remote) 09.00‑17 : 30 UK (Monday‑Friday)

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Customer Service Specialist • WorkFromHome, Mpumalanga, South Africa