196 Customer Engagement Consultant jobs in South Africa

(vc_row)(vc_column)(wgl_spacing spacer_size="30px")(vc_btn title="Apply Here" no-style="gradient-custom" gradient_custom_color_1="#034ea2" gradient_custom_color_2="#00c1ff" size="lg" align="center" i_icon_fontawesome="fas fa-rocket" button_block="true" add_icon="true" link="url:")(vc_column_text css="") We have 1 position available for a 1 year fixed term.

JOB PURPOSE
To coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to customers.

RESPONSIBILITIES

• Loading stores for Onboarding and liaising with all parties to complete the installation.
• Loading of T5 details and sending out Welcome packs to Clients on completion of the installation.
• Assisting the team with Closing of legacy tickets on Jira
• Complete verification of stores when they go live.
• Contact stores on Day 1,7,31 to complete courtesy calls and ensure that the merchant isn’t having any issues, log queries for issues picked up during the call.
• Follow up on Inactive terminal report.
• Follow up on No trade’s terminal report.
• Assist with Transpector Queries
• Follow up on unsuccessful installs.

Administration

• Responsible to load new stores and capture amendments or changes on the STO.
• Log and attend to calls onto Jira for any queries raised and seek resolution.
• Calls to be logged for implementation activities.
• Ad hoc administrative duties as and when required.

Customer Engagement

• Coordinate implementation of TJ solutions across the customer base
• Communicate customer requirements internally.
• Ensure effective and timeous customer engagement to manage expectations of implementation.
• Communicate any potential delays of implementation to customer.
• Ensure queries are addressed and resolved timeously by relevant department.
• Promote visibility of customer requirements internally through a pre-defined list of customers
• Support delivery of SLA activities

Onboarding and Co-Ordination

• Device Order ticket logging if applicable
• Site survey ticket logged if applicable.
• Loading merchants on STO
• Creating POS, switch, Back-office tickets
• QA process
• Providing config to Trade-link in a timeous manner

Transpector Queries

• Create logins for merchants as required.
• Assist merchant with logging in, Transpector training, and Transpector-related queries

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal, procedures. Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs.
• Uphold all company values with honesty and integrity

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Are you an experienced and dynamic professional fluent in Somali? We’re looking for a Customer Engagement Consultant to join our team at ikeja, where you’ll play a crucial role in delivering an exceptional customer experience.

As a Customer Engagement Consultant, you’ll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You’ll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media and phone.
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise.
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint.
• Troubleshooting steps taken and the final resolution.
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action.
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and ticket management.
• Contribute to the continuous improvement of customer response protocols.
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
• Adhere to project schedules and communicate any foreseeable risks.

Qualifications:

• Matric certificate.
• Any related studies or a degree is advantageous.

Experience:

• Fluency in Somali (spoken and written) is required for this role.
• Experience in a call center environment or a similar role for1 yearor more.
• Previous collaboration with Network Operations Centers (NOC) is an advantage.
• Familiarity with markets similar to those ikeja servesand customer service experience in those marketsis a plus.
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
• Ability to work independently and as part of a team.

Other requirements:

• Willingness to work the night shift.
• Must have own reliable transportation.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit a resume outlining your experience and qualifications.

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.

Get AI-powered advice on this job and more exclusive features.

Are you an experienced and dynamic professional fluent in Somali? We're looking for a Customer Engagement Consultant to join our team at ikeja, where you'll play a crucial role in delivering an exceptional customer experience.

As a Customer Engagement Consultant, you'll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You'll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media and phone
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint
• Troubleshooting steps taken and the final resolution
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and ticket management
• Contribute to the continuous improvement of customer response protocols
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries
• Adhere to project schedules and communicate any foreseeable risks
  
  

• Matric certificate
• Any related studies or a degree is advantageous
  
  

• Fluency in Somali (spoken and written) is required for this role
• Experience in a call center environment or a similar role for 1 year or more
• Previous collaboration with Network Operations Centers (NOC) is an advantage
• Familiarity with markets similar to those ikeja serves and customer service experience in those markets is a plus
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities
• Ability to work independently and as part of a team
  
  

• Willingness to work the night shift.
• Must have own reliable transportation
  
  

• The opportunity to grow both in your personal and professional capacity
• Health insurance and provident fund
• Access to an online wellness platform, providing free and confidential support from licensed therapists.
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at ikeja by 2x

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Are you an experienced and dynamic professional fluent in Somali? We’re looking for a Customer Engagement Consultant to join our team at ikeja, where you’ll play a crucial role in delivering an exceptional customer experience.

As a Customer Engagement Consultant, you’ll be the first point of contact for our customers, guiding them through their entire journey with ikeja - from sign-ups to managing their internet experience. This role is essential to ensuring our customers feel valued and supported at every step.

You’ll engage with customers across various channels, including calls, emails, WhatsApp (both calls and texts), in-app communication and social media. Your goal will be to create an outstanding customer experience by effectively managing and resolving their queries.

Key Responsibilities

• Respond to and resolve customer queries across multiple channels: WhatsApp, email, in-app, social media and phone.
• Quickly identify the nature of incoming queries and allocate them to the appropriate channels or address them using your expertise.
• Create and manage tickets for each customer interaction, ensuring accurate documentation of:
• The customer's query or complaint.
• Troubleshooting steps taken and the final resolution.
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues, ensuring tickets contain all necessary information for swift action.
• Meet and exceed key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and ticket management.
• Contribute to the continuous improvement of customer response protocols.
• Proactively identify opportunities for process improvements to enhance team efficiency and reduce repeat queries.
• Adhere to project schedules and communicate any foreseeable risks.

Qualifications:

• Matric certificate.
• Any related studies or a degree is advantageous.

Experience:

• Fluency in Somali (spoken and written) is required for this role.
• Experience in a call center environment or a similar role for1 yearor more.
• Previous collaboration with Network Operations Centers (NOC) is an advantage.
• Familiarity with markets similar to those ikeja servesand customer service experience in those marketsis a plus.
• Exceptional communication skills, with a strong customer-oriented mindset and problem-solving abilities.
• Ability to work independently and as part of a team.

Other requirements:

• Willingness to work the night shift.
• Must have own reliable transportation.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit a resume outlining your experience and qualifications.

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.

Our Customer Success team performs benchmarking and financial analysis of our clients’ technology environments, delivers monthly reports, and provides insightful recommendations to clients. The team also facilitates new OneView functionalities for clients.

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.

Who Are We?

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire talented people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our culture by watching our videos:

Part 1 - Our company culture
Part 2 - Our company culture

We are seeking a dedicated junior to join our Cloud FinOps team. You will work closely with engineering and finance teams that drive cloud costs analysis & optimization.

Key Responsibilities:

• Provide business support and analysis to drive client engagements
• Conduct investigations, gather, normalize data, analyze trends and results
• Compile and present reports
• Upskill on cloud concepts and technologies
• Investigate customer cloud environments to identify financial optimization opportunities
• Share knowledge with the team
• Document processes and methodologies
• Prepare and present findings
• Maintain an updated client baseline
• Attend weekly client and service provider meetings, ensuring timely response to ad hoc requests
• Assist the FinOps team as needed
• Create and maintain PowerBI dashboards and reports

Requirements:

• Bachelor’s degree in Information Systems or Finance
• Previous client-facing experience (beneficial)
• Interest in FinOps, cloud technology, and analytics
• Self-study or certifications in relevant areas
• Excellent communication skills
• Creative problem-solving abilities
• Strong self-management skills
• Proficiency in Microsoft Excel and PowerBI
• Understanding of large-scale data and reporting
• Exposure to development teams and prioritization skills

Perks:

• 20 leave days plus a quarterly "mulligan" day
• High-spec equipment for remote work
• Home office setup allowance
• Flexible working hours
• Well-being programs and employee support
• Paid Microsoft courses and certifications
• Training allowance for hobbies
• Participation in social responsibility initiatives
• Free gap cover and hybrid work environment

This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users.

Role Responsibilities

Drives Customer Value : Actively identifies opportunities to enhance customer outcomes and deliver measurable value for LSEG, including language-specific support initiatives.

Operational Insight & Risk Awareness : Participates in regular reviews of renewal opportunities and operational dashboards to monitor account health and flag potential risks.

Personal Engagement : Builds rapport across varied customer personas, tailoring communication and support to meet diverse needs.

Needs-Based Solutioning : Coordinates with internal teams to align LSEG solutions with customer challenges, including workflow optimisation and shared mailbox best practices.

Market Awareness : Considers regional market dynamics and customer feedback to inform engagement strategies.

Internal Collaboration : Shares customer insights and feedback with product and account teams, contributing to Quarterly Connect presentations and strategic planning.

Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences

Provide access to the customer and act as ‘quarterback’ to ensure LSEG delivers on sales commitments

Shepherd customers to support channels available as part of the value LSEG provides

Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers

Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process

Qualifications and Experience Required

Strong understanding of customers' business model

Selling Skills (identify, develop, & articulate proposition/ consultative selling)

Significant Product and Workflow Expertise (e.g. knowledge of financial modeling, excel, MS Office); knowledge of trading floor tech/ data apps

Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use MIS systems

Training or related experience preferred

College/ university degree or relevant work experience equivalent required

Why Join Us?
A Diverse and Inclusive Workforce: an ability to work within a global, diverse and inclusive company with 300 years heritage and 25,000 people; We have a variety of Inclusion Networks who are a powerful lever of belonging, Plus an Employee Referral Bonus Scheme
Constant Learning: 90 Day On-Boarding Program, e-learning platform, a range of workshops, Access to real-time economic data
Professional Development: Quarterly Connects to ensure you meet your Goals & Objectives
Focus on Wellbeing ; A hybrid working model, we promote physical health and provide access to Mental Health Support, private medical healthcare, corporate pension plan, Daily "Me Hour", Annual wellness allowance
Make An Impact: 2 Volunteer Days a Year to Help Make the World a Better Place, Matched Fundraising

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

If you want to apply for a job, please click the Apply button. You will then be redirected to our Careers sign-in page where you can enter your existing credentials or set up an account with us.

If there is nothing that currently suits you, feel free to send us your Resume/CV

LSEG (London Stock Exchange Group) is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential.

Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific. Find out more

About the Role

A Client Success Manager/Key Account Manager role for a results-driven, tech-savvy professional passionate about Client Experience (CX). The position focuses on retaining and expanding strategic accounts across local and international markets. Success requires strong strategic and commercial acumen, operational excellence, and effective self-management.

Responsibilities

• Drive client success and commercial growth by managing and retaining strategic accounts.
• Build strong, multi-level client relationships that foster loyalty, retention, and satisfaction.
• Deliver consultative engagement, solution presentations, and insights that align with client strategies.
• Oversee client onboarding, project management, and operational delivery to ensure seamless experiences.
• Support revenue growth through upselling, reducing churn, and enhancing customer and employee experience programmes.

Qualifications

• Relevant University Degree or Tertiary Qualification (essential);
• Client Experience Certification (advantageous).

Required Skills

• Strong passion for technology with a client-focused mindset and service orientation.
• Skilled in developing client intelligence, relationships, and stakeholder engagement.
• Proficient in sales consultations, solution design, and effective presentations.
• Experienced in project oversight, management, and expectations/risk management.
• Adept at data analysis, reporting, and applying market insights to drive value.
• Committed to personal brand development and maintaining legal and commercial awareness.

Preferred Skills

• 5+ years Client Success or Account Management experience in a SaaS, software or consulting company (essential);
• Experience working with cross-functional teams (advantageous);
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals (essential);
• Presentation skills (essential);
• Experience and knowledge of technology and software industry (advantageous);
• Experience and knowledge of Client Experience (CX) (advantageous);
• Excellent proficiency in MS Office (Word, Excel, PowerPoint, and Outlook) (essential);
• Proven experience in representing written and statistical data (advantageous).

Customer Success Executive(UK Hours)

R20k - R30k/month

Key Responsibilities:

• Handling lending enquiries and applications from prospective borrowers and/or solicitors, providing accurate information and guidance.
• Following up on leads and maintaining proactive communication to maximise conversion rates.
• Liaising with customers and solicitors / professional firms to chase outstanding documents and progress applications.
• Managing the collation of applications and supporting documentation to convert enquiries into completed applications for review by the underwriting team.
• Handling a large quantity of enquiries / applications at different stages, maintaining accurate records and providing regular updates on application status to all parties
• Guiding customers through the application process and ensure a smooth transition to underwriting
• Updating senior members of the team on a regular basis on the status of applications across a large number of cases in the application workflow.
• Keeping borrowers and solicitors updated about the status of applications
• Collating executed documentation

• Strong communication with excellent written and verbal communication skills, including the ability to speak to solicitors at large law firms
• Excellent organisational skills and attention to detail
• Ability to communicate appropriately with potentially vulnerable clients
• Ability to communicate/ manage rejecting cases to both clients and solicitors directly
• Ability to multitask and prioritise effectively
• Ability to manage a large number of cases
• Ability to work under pressure and handle variable workloads
• Ability to become a subject matter expert in probate & family law lending
• A can-do attitude and someone who thrives in a busy and fast paced environment
• Ideally 2 years+ experience, ideally within complex lending, financial services or the legal sector
• Experience in partnerships a bonus. Experience in litigation is helpful, but not a prerequisite
• Adaptable to change and being able to pivot in a fast-moving environment
• Competitive Salary (Based on experience)

South Africa's #1 digital job management system that helps installation businesses win more business, get paid faster and have happier customers. We transform businesses by digitising their processes from the moment a customer reaches out - to the moment they pay. We capture leads, schedule and manage your jobs and teams in the field, generate and track quotes and invoices and accept electronic payments. Our client helps grow businesses by putting owners in control, fuelling productivity and freeing up huge amounts of time to focus on the things that matter.

Job Description :

As a Customer Success Associate you will focus on increasing product adoption and customer retention through effective customer relationships. Each day will be different from the next; especially in personal interactions. Our business is a fast-paced environment with multiple projects happening simultaneously. The person in this position must be friendly and genuinely interested in the business, the team and our customers. This position involves a high level of customer interaction via calls and online meetings, responding to emails and chats in a timely manner, as well as participating in cross-functional product-related meetings.

The right person for this job enjoys working with customers, has a technical aptitude on business applications, has a strong customer focus, exhibits the right communication skills, and is able to consult with clients on how to use products to improve and grow their business.

Our Culture :

• We value & support each other as a team to ensure each team member realises their full potential & ultimately deliver quality as a team for all of our stakeholders.
• We welcome a diverse range of opinions, partners & doers in the journey.
• We ensure that feedback flows consistently & we continuously improve ourselves in all we do.
• We have a strong bias towards action
• We give a high level of independence for you to foster & grow as an individual

Key Responsibilities :

• Establish trusted relationships with customers and drive the maximum value through your interactions.
• Meet with customers to understand customer needs and objectives; ensure the customer is utilizing and benefiting from the full extent.
• Run onboarding and training sessions for business owners, administrators and technicians quickly and effectively to ensure a smooth transition from sales.
• Become an expert and work with customers making it quick and easy to get them up and running.
• Use CRM and other internal tools to proactively monitor and identify usage trends.
• Engage with customers to understand reasons for changes in usage and set mitigation plans to increase usage
• Gather customer insights to share with the Sales, Tech and Product teams.
• Collaborate with Sales, Tech and Product teams to design, build and deliver new customer experiences, product features and learning solutions.

Requirements :

• A passion for customer success & delivering value to customers puts a smile on your face.
• 1-2 years experience in customer success - or a comparable role.
• Creative, resourceful, detail-oriented, and well-organized.
• Agile, willing to try new things, measure results and iterate on approaches.
• Strong project management, cross functional collaboration and strong communication skills.
• Analytical - skilled in "thinking about data in aggregate" and ability to step back and evaluate with action in mind on how to achieve desired outcomes using most efficient methods.
• Solid understanding of what the company does and how it works to solve user problems.
• Ability to strategically drive customers toward best practices.

Benefits :

• Youll report directly to the Head of Sales & Success, and work closely with both the broader team, where everyone shares the same purpose and pitches in as needed.
• We offer a dynamic high growth environment where people can learn and thrive. If you want a fast paced, action oriented and sometimes unpredictable and challenging work environment, youll fit right in.
• For the right candidate, we offer competitive remuneration and a great working-environment with monthly team lunches and a values based culture.