Customer Service Specialist (Saas)

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

Skill & Background requirements

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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