Customer Support Consultant

Overview

Customer Support Consultant – Full‑time

Inoxico is emerging as a leading provider of data on companies in Africa. Our customers primarily use this data to assess credit risks with trade partners or to check if their suppliers are above board. In this exciting data space, researchers, analysts and software developers work tirelessly to deliver the best possible customer experience and data output.

11‑13 St Andrews Road, Parktown, Johannesburg

• Set up Inoxico’s systems for customer users to have access to the correct products at the correct price within the agreed timeframe.
• Create customer profiles.
• Hold kick‑off meetings to document requirements and complete the playbook with the client.
• Hand over all new clients to Operations.
• Document all customer configuration requirements, present the solution, train, and ensure information is correctly captured on all relevant internal tracking systems.

• Plan, prepare and conduct professional in‑person and/or remote customer training on all Inoxico products.
• Document and communicate additional customer requirements for successful implementations.
• Document frequently asked questions during customer training sessions.

• Resolve all support requests from both internal and external stakeholders.
• Ensure timely and professional responses to all queries.
• Maintain high‑quality relationships with all internal and external stakeholders.
• Manage registration requests and other documents from Inoxico’s partners and suppliers.
• Execute other ad‑hoc tasks where required.

• Ensure retention of existing customers.
• Make necessary updates to customer accounts as and when required.
• Identify customer‑related risks that need to be addressed to ensure retention.
• Identify additional training needs through customer engagement.
• Identify customer‑related opportunities that can increase revenue.
• Analyse usage stats and feedback to relevant internal stakeholders.

• Build and maintain knowledge of Inoxico’s systems, data and processes.
• Analyse trends from data accessible to you and provide recommendations for improvement.
• Interact with Product Development team to assist with correct prioritisation of improvements to Inoxico’s products and services.

• Set up and run customer kick‑off meetings and include all relevant stakeholders to gain an accurate understanding of client requirements.
• Minute all kick‑off meetings.
• Formulate and document a project plan for all customers.
• Coordinate and run weekly tracking meetings.
• Set up weekly project meetings.
• Complete weekly reports on all project status, risks and challenges per customer project.

Customer Support is a new and fast‑growing profession that offers challenging and rewarding opportunities. This role is key to the successful execution of our entire operation and critical in keeping customers happy. The role will enable you to gain a deep understanding of all of Inoxico’s products and services and how they fit into the value proposition to our customers. This exposure is key for anyone wishing to play a role in sales.

• 3+ years experience in a similar environment.
• 3‑year university degree preferred.
• Experience in customer support preferred.
• Basics of project management (advantageous).

VALUES:
Extreme Ownership – Relentless Learning – Excellence