Customer Experience Consultant

Join the #ByteLife

Hybrid Working

Currently we offer completely optional office time. All our current employees are working remotely, with occasional visits to the office at their convenience. In the future, we may introduce a few mandatory office days, but for the rest remote is the way to go.

Access to Online learning

We encourage continuous learning at Byte Orbit. We design a development roadmap for each individual in the company and work with our employees to support skills development in line with their areas of interest and career objectives.

Annual leave

Our annual leave entitlement is 21 days per cycle. Once you’ve been with the company for 5 years, this increases to 26 days. Those who have been with us for 10 years or more can enjoy unlimited leave. T&Cs apply.

Team building & socials

We host a variety of team building events and other social activities. Byte Orbit’s year end functions are epic!

Sabbatical

After 3 years of unbroken service, you become eligible to apply for sabbatical of up to 3 months.

Employee Assistance Program (EAP)

We have launched an EAP which provides our employees with unlimited access to legal assistance, nutritional and fitness advice, debt assistance and 24/7 trauma counselling.

Starter Pack

All new starters receive a Mac laptop and other equipment necessary to perform your role. You will also receive a gift box full of Byte Orbit swag.

Trust

We trust our employees and we don’t micro manage. We expect you to be responsible for your own commitments and we allow you the freedom to solve problems, make decisions and deliver your work based on your own skills.

Stocked Bar

We have a great bar area, stocked with both alcoholic and non-alcoholic beverages for after work drinks. We always encourage socialising responsibly.

The role is responsible for interactions between the Fin Tech Application’s Byte Orbit supports and the related users. This does not only include first level support, but also technical support relating to any queries.

Skills & Requirements

KEY PERFORMANCE AREAS

Delivering excellent customer support, engagement and technical support

• Responsible for ensuring high quality, consistent customer support and ensuring that the support services meet (or exceed) their internally and externally prescribed service level agreements.

• Monitor and respond to incoming communications through In-App chat, direct email and website contact form.

• Respond to all customer queries within predefined service levels and manage escalation of issues through to resolution.

• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.

• Support multiple projects at one time.

• Ensure a high quality of customer engagement by regularly communicating updates, news and relevant product information to clients.

Providing technical support

• Responsible for troubleshooting any technical issues users may experience with products by interacting with the relevant backend systems, product teams and any other service providers, systems or teams.

• Ensuring efficient and speedy resolution of technical issues.

• Ensuring technical issues are tracked and reported on.

Reporting

• Maintain and record(tag) of all incoming and resolved queries to be able to report on various attributes such as time taken to resolve a query, nature of the query customer metrics etc.

• Prepare monthly reports on relevant support and customer experience statistics to internal and external stakeholders for purposes.

• Monitor product analytics to suggest enhancements to the customer experience.

Product Improvement

• Constantly analyse customer feedback and behaviour to recommend product improvements / changes to enhance the customer experience.

• Translate customer feedback and support statistics into product development strategies.

Brand Reputation

• Ensure all product review channels, such as App stores, are consistently monitored for negative reviews, and that such reviews are engaged with and resolved to ensure the products’ brand reputations stay in tact.

Assist with implementation of communications strategy (Pro-active support)

• Execute proactive communication strategies to engage and inform users, such as product updates, promotions, and user education.

Series and Event Management

• Send communication series or sequences that provide valuable information to users over time.

• Send push notifications and in-app messages to drive user actions and engagement.

• Monitor the performance of these messages and optimize them for effectiveness.

Audience Identification:

• Segment user audiences based on demographics, behavior, and preferences.

• Identify when specific communications should be sent to different audience segments.

Reporting and Analysis

• Track and analyze the performance of communication campaigns.

• Generate regular reports and insights to evaluate the success of proactive support efforts.

• Use data to make data-driven decisions and improvements.

INDIVIDUAL COMPETENCIES:

• Collaborative team player

• High emotional intelligence

• Natural problem solver

• Takes initiative

• Organised and able to work under pressure

• Professional with the ability to communicate at all levels of the organisation

• Technical and business acumen

• Strong Decision making capability

Benefits

Flexible Working Hours

Unlimited Growth Opportuinities

Access to Online Learning

Employee Assistance Programme