Reservations & Customer Experience Coordinator
RAG - RecruitAGraduate
Client Support Specialist
Meltwater
full-time
Posted on:
Location: 🇿🇦 South Africa
Visit company websiteJob Level
JuniorMid-Level
About the role
- Manage a portfolio of Enterprise Premium Support clients
- Handle day-to-day reactive requests by delegating to Managed Services, Product Support, or addressing them directly
- Oversee completion of the customer's scope of work
- Create "blueprints" for Searches and Dashboards to address complex client requirements
- Monitor Enterprise support consumption and provide insights on key themes and challenges to the Customer Success Executive and/or Program Manager
- Work closely with the Customer Success Executive to enhance enterprise support offerings
- Support Customer Success Executive in operational tasks necessary for software and/or service deliveries
- Identify workflow inefficiencies or out-of-scope requests and support stakeholder alignment regarding scope of Enterprise support
Requirements
- Bachelor’s degree or higher in any field
- Minimum of 2 years' experience in business-to-business client support (preferably within the SaaS industry)
- Excellent written and verbal communication skills in English and Arabic
- Proficiency in at least one major business domain (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)
- Strong analytical skills for problem-solving in business contexts
- Demonstrated ability to communicate, present, and influence across all organizational levels
- Cross-functional collaboration skills and client-centric mindset
- Experience with large-scale enterprise implementations and their challenges
- Proficient in Boolean logic and data structuring methodologies
- Willingness to work a hybrid schedule (in-office 2 days per week)
- Legal ability to work in the country of hire (South Africa)
