We are hiring: Customer Success Officer

Blue North Sustainability is currently looking for a person that can fulfill a client support role involved in our carbon footprint calculator. This role provides the opportunity to learn and work with a dynamic team within a growing business. Blue North is a purpose-driven consulting practice focused on agriculture and the food system. We manage a portfolio of online applications that directly support the proactive management of sustainability-related risks on farms and across supply chains. One of these applications is an online carbon footprint calculator, which is part of The Confronting Climate Change Initiative (CCC) (www.climatefruitandwine.co.za).

The successful incumbent should have excellent communication skills, a strong interest in client engagements and building relationships, strong time management skills, be friendly and outgoing, and be easily adaptable. They need to be passionate about sustainability, energetic and have the drive to be successful.

Activities will include, inter alia:

  • Communicating with customers through various channels including providing professional help desk support and training to clients, preparing and presenting monthly workshops, and telephonic and email engagement. The support will involve helping clients enter their carbon footprint-related information correctly in the online tool, expanding their knowledge about carbon emissions where possible, and assisting in translating footprint reports into meaningful actions that make a positive difference in their organization.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times and building sustainable relationships and trust through open and interactive communication.
  • Respond promptly to customer inquiries.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Supporting the sales process/pipeline to ensure that we continue to expand our client base. This will include identifying new clients and deepening their understanding of carbon emissions measurement and reduction.
  • Client relationship management and account management.
  • Supporting marketing and communications.

We are looking for an individual with the following attributes:

  • B.Eng, BSc or MSc qualification, or similar.
  • A genuine passion for sustainability with an appropriate level of understanding and knowledge of sustainability issues and solutions in primary production and the food industry.
  • Good communication and presentation skills.
  • Excellent English and Afrikaans verbal and written skills.
  • Based in Stellenbosch region or surrounds.
  • Have a valid SA drivers’ license and own transport.
  • Advantageous to have a background in agriculture.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Ability to stay calm when customers are stressed or upset.
  • Strong phone, email, and chat handling skills and active listening.
  • Familiarity with CRM systems and practices.
  • Ability to multi-task, prioritize, and manage time effectively.

What do we offer?

  • An opportunity to rapidly accelerate your personal development & experience and to be part of a growing purpose-driven business.
  • An opportunity to work at the forefront of implementing carbon measurement (emissions and sequestration), science-based targets & reduction strategies and climate-smart technologies to advance the achievement of needed sustainability outcomes in agricultural and food systems.
  • An international business environment working together with a dynamic team, local & international client base and international technology partners.
  • A competitive experience-related salary.

Practicalities:

Applications will be accepted until Friday 30 June 2023.

You need to submit the following:

  • A detailed cover letter that clearly and decisively motivates your suitability for the role, in particular; what contribution you believe you can make to Blue North, and why you think that you are a great fit for the company as well as the specific role.
  • An up-to-date CV.
  • At least two contactable references.

Please submit your cover letter and CV to nine@exceed.co.za by the latest 30 June 2023.