Customer Support & Onboarding at HR Studio (Pty) Ltd

We’re looking for…

• We are seeking a dedicated Customer Support & Onboarding person to join our team. This role is crucial in ensuring our users, tenants and landlord clients receive unparalleled support and success in using our solutions. You will also be responsible for the onboarding and training of landlords and tenants, ensuring they fully understand and effectively utilize our services

Who are you?

• You anticipate customer needs and address potential issues before they become problems.
• You are able to find creative solutions to problems when standard approaches don’t work.
• You are committed to doing a good job and putting in extra effort when needed.
• You are capable of working well with others and sharing knowledge to support the team.
• You are able to carefully check work and ensure accuracy in customer interactions.
• You are able to manage your own emotions and understand others' emotions to build good relationships.
• You are willing to learn and improve your skills over time.

What’s the role?

You will be responsible for:

Customer Support:

• Assist customers with inquiries via email, phone, and chat.
• Manage and respond to support tickets using Zendesk.
• Address and resolve customer issues efficiently and complaints professionally.
• Monitor and report back on customer feedback to continuously improve our service quality.

Tenant Onboarding and Management:

• Conduct training sessions for new tenants
• Assist in the full onboarding process for new tenants.
• Help prepare onboarding materials and checklists.
• Support the coordination of training sessions for new users.
• Provide continuous support for tenant users

Collaboration:

• Work closely with the admin team to manage general administrative tasks.
• Provide feedback to improve our customer support processes.

Boxes to tick…

• Matric
• Experience in customer service or support roles.
• Basic understanding of CRM and ticketing systems like Zendesk.
• 5 + years of experience