Channel Partnerships Manager
Airwallex
Customer Support Internship
Nebula
internship
Posted on:
Origin: • 🇿🇦 South Africa
Visit company websiteJob Level
Entry Level
About the role
- Respond to customer inquiries via various channels chat, email or phone
- Provides customer and product support and guidance
- Diagnose and troubleshoot issues
- Guide customers through product features and best practices
- Escalate complex issues to the appropriate teams
- Document customer interactions and feedback for continuous improvement
- Identify trends in customer inquiries to improve processes and proactively address common issues
- Collaborate with cross-functional teams to improve customer experience
- Assist with onboarding and training for new customers
- Contribute to knowledge articles, process documents and FAQs
- Maintain Knowledge Base with solutions to common problems
- Track and manage support tickets
- Analyze customer data, common issues, bottlenecks and areas of improvement
- Proactive communication and customer engagement
- Strive to meet and exceed service levels to ensure high quality service delivery
- Provide customers with clear, accurate , timely , data-driven and actionable reports on the customer’s telecoms environment
Requirements
- 3-year tertiary qualification (minimum NQF level 5) Degree or Diploma in Information Technology or Telecommunications
- Strong problem-solving abilities and technical troubleshooting skills
- Ability to communicate technical concepts to non-technical users
- Understanding CRM and ticketing systems
- Entry-level (Intern) experience acceptable
- Must be eligible to work in South Africa / SA citizen screening (application asks about SA citizenship and work eligibility)
