Meltwater Customer Service Jobs in Cape Town
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Meltwater is hiring an Arabic-speaking Client Support Specialist based in Cape Town. We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio.
As a Client Support Specialist, you will closely collaborate with the Customer Success Executive (CSE) and Sales to ensure customer requirements are fulfilled. You will advocate for innovation and best practice adoption, and leverage technology to address challenges.
Joining Meltwater means entering a space where you'll grow both personally and professionally. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you.
Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.
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What You’ll Do:
- Manage a portfolio of Enterprise Premium Support clients
- Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed
- Responsible for overseeing the completion of the customer's scope of work
- Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively
- Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Executive and/or Program Manager as needed
- Work closely with the Customer Success Executive to continually enhance our enterprise support offerings through collaborative efforts
- Support Customer Success Executive in completing operational tasks necessary for software and/or service deliveries
- Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive in alignment among all stakeholders regarding the scope of Enterprise support
What You’ll Bring:
- Bachelor’s degree or higher in any field, accompanied by a minimum of 2 years' experience in business-to-business client support, preferably within the SaaS industry
- Excellent written and verbal communication skills in English and Arabic.
- Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)
- Strong analytical skills enabling effective problem-solving in business contexts
- Demonstrated capability to communicate, present, and influence convincingly across all organisational levels, both internally and externally
- Cross-functional collaboration skills, adept at leveraging resources to prioritise customer satisfaction with a client-centric mindset
- Experience with large-scale enterprise implementations, understanding associated challenges and requirements
- Proficient in Boolean logic and data structuring methodologies
- Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 2 days a week.
- The ability to legally work in the country of hire is required for this position.
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What We Offer:
- Enjoy flexible paid time off options for enhanced work-life balance
- Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need
- Benefit from our family leave program, which grows with your tenure at Meltwater.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
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