Our client is a developer who has a proven track record in delivering world-class mobile apps for
millions of users around the globe and across multiple platforms and languages utilising the
latest QR matrix barcode.

Our client’s mobile payment app makes it quicker and easier for customers to pay for goods and
services but also helps retailers and suppliers increase their revenues through great efficiencies
and targeted promotions.

We are looking for Customer Care Consultants who will liaise directly with our clients during
client visits to ensure that the installations are running smoothly and to ensure all operatives are
trained sufficiently.


ROLE & RESPONSIBILITY

The Customer Care Consultant liaises with the Sales Consultant and the office co-coordinator to
establish installations, follow-ups and priorities for the week.

The Customer Care Consultant schedules are displayed in GoogleDrive for the office coordinator,
and the sales director to see.

Once a new client has been signed up and has been uploaded to the Back Office, the Customer
Care Consultant needs to work with the restaurant to maintain a strong customer relationship.



• To set expectation for technical visit
• To gather information on, the number of managers, the number of waiters and the shift rotation (how many training sessions will be required)
• Agree on training schedule with the restaurant
• Advise restaurant on possible installation dates (if these have been set)
• The CCC will gather the following information: • Marketing Material required • Restaurant contact details: (landline number, mobile contact
numbers, email addresses) • Restaurant logo • 1 Line description of the restaurant for the Merchant Finder • Restaurant Facebook Page
• Website URL • Marketing Contact • Manager’s names • Waiter shifts • Number of waiters • Waiter meeting schedule
• The CCC should show the Owner/Manager the relevant company Facebook page.
• CCC to conduct full training with Owner Manager
• Ensure back office for restaurant is up to date (Customer Relationship manager)
• Prepare welcome packs
• Visit current clients as per health report
• To be available for installs
• Scheduling resources and time
• Gather the correct information from restaurants (best time to train/ when are all the waiters in/ IT checklist) and set expectations
• Prepare customer itineraries
• Train restaurateurs/ waitrons/ managers on new features
• Escalate problems/ideas/ solutions to the correct people
• Check in/ out daily with Sales Manager for that region
• Identify any bottlenecks with customers - Speak to waitrons, Build relationships, What can we do to help, What works/ what doesn’t
• CCC's Responsibilities
• The CCC must ensure that all restaurant customer facing staff are knowledgeable and comfortable with ‘Our Clients’ product.
• The CCC must foster a relationship with the Restaurant staff, understand their environment and ensure that ‘Our Clients’ product is being
promoted and used at the restaurant.
• CCC to interact with waiters and build rapport and trust, build up their confidence in the product.
• The CCC must ensure everything works and ask for issues and consumer feedback, re-enforce competition, take photos (check for
events/specials).
• The CCC will be responsible to plan their work schedules for the week.

BEHAVIOURAL OUTPUTS

• Adaptability
• Client focus
• Makes clients and their needs a primary focus of one's actions.
• Develops and sustains productive client relationships.
• Actively seeks to understand client circumstances, problems, expectations and needs.
• Shares information with clients to build their understanding of issues and capabilities.
• Builds rapports and cooperative relationships with clients.
• Responds quickly to meet client needs and resolve problems.
• Continuous learning
• Identifies new areas for learning about software development, architecture and technologies
• Demonstrate “hands-on” or tangible learning in identified areas
• Keeps abreast of industry best practice in the technology and development approaches which we are using
• Contributes to team success
• Actively participates as a member of a team to move the team toward the completion of team goals.
• Facilitates team goal accomplishment
• Listens and fully involves others in team decisions and actions
• Values and uses individual differences and talents.
• Shares important or relevant information with the team.
• Adheres to the team's expectations and guidelines.
• Demonstrates personal commitment to the team.
• Managing work (includes time management)
• Effectively manages one's time and resources to ensure that work is completed efficiently.
• Prioritises activities and tasks to complete the task on the scheduled date.
• Demonstrates ability to work on different tasks concurrently.
• Stays focused by using time effectively and prevent irrelevant issues or distractions from interfering with work completion
• Quality Orientation
• Shows Initiative

SKILLS

• Customer Service Experience (Basic - 3 years)
• Decision making skills
• Degree or Equivalent diploma/ or necessary working experience (Basic - 3 years)
• Dependable, trustworthy, hard working and diligent
• Diplomatic skills
• Enthusiasm, reliability and the ability to multi-task.
• Excellent interpersonal skills
• Excellent sales and negotiation skills
• Problem solving skills
• Strong communication and follow-up skills.