Customer Support Analyst

Johannesburg, ZA, 2191

101615

Location:  South Africa 

Recruiter: Nirmala B 

 

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

 

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

 

Role & Responsibilities 

  • Take end-to-end responsibility for the resolution of key cases, owning customer engagement / communication, case progression and internal liaison across multiple technical service teams and functions within Keyloop 

  • Be familiar with your customer’s configuration, business model and key stakeholders to support a more initiate support experience 

  • Create knowledge articles as part of the resolution process to ensure future cases can be resolved quickly 

  • As appropriate, conduct problem analysis to determine root case and prevent future incidents 

  • Be heavily involved in the case reduction initiative process, promoting that within the product and support teams and identifying areas of opportunity within our customer base 

  • Drive initiatives to improve the quality of service delivered to our customers based upon your skills and experience 

  • Focusing on great customer outcomes; set the example for all service colleagues to follow. 

  • Address customer escalations, demonstrating empathy, building trust and strong relationships with our high-value customers 

  • Attend customer meetings where appropriate to discuss high profile issues and escalations 

  • Work with  

 

Skills / Knowledge & Experience 

  • Significant experience of Keyloop’s core DMS applications 

  • Experience of working in a dealership and be familiar with the procurement and servicing lifecycle for vehicles 

  • Proven experience of driving service improvement initiatives 

  • Significant exposure to the software industry  

  • Experience of strong stakeholder management (both internal and customer) and able to articulate complex challenges along with business impact effectively at all levels 

  • Ability to de-escalate potentially critical customer situations 

  • Experience of influencing those outside of direct reporting line to deliver the best outcome for our customers 

  • Excellent communication skills, both written and verbal 

Qualifications required 

  • University Degree in the field of Business Management, Computer Science, or other relevant discipline 

  • ITIL certification (desirable) 

 

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

 

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

 

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.