Customer Support Officer

Venco is a technology company in the proptech space. We build operating systems for residential and commercial communities that help to streamline and simplify their operations – simplifying processes such as billing, collections, utilities vending, code-based access control, issue management, accounting and much more. We also provide direct services to households such as marketplace services, rental assistance and household financing

About the role

The Customer Support/Success Executive/Manager will be the primary interface between the company and her clients and aim to help them maximize benefits from the system. You will be responsible for the following:

• Developing a good knowledge of Venco’s products in order to enhance quality of interventions and feedback to the customer
• Provide first-line support for the resolution of customer requests or complaints
• Frequently monitor Customer Support Groups for support requests or issues
• Maintain cordial relations with customer representatives and a pleasant working environment within the team.
• Notify and communicate customers of the following: New features and updates, trainings or similar interventions, planned and unplanned system maintenance, any other matters of concern
• Plan the standardisation of service delivery and training
• Conduct periodic Customer Satisfaction and Quality Assurance surveys with customers and provide feedback to management

Requirements for the role

• Competency with the use of Office Tools (word processors, spreadsheets)
• Comfortable working with technology
• Comfortable working within teams
• Curious and self-directed /self-motivated worker
• Good analytical skills
• Ability to multitask and manage conflicting demands
• Good communication (oral and written) skills
• Knowledge of (familiarity with) mediation and conflict resolution techniques
• Experience in a similar role is an added advantage

The Offer

• Competitive salary
• Health insurance
• Mostly-remote role
• Annual training