Xabiso Ngece

Key Responsibilities: - Design and maintain websites (WordPress, PHP, HTML, CSS) - Create user-friendly UI/UX and responsive web designs - Implement workflow automations using Zapier, Make, and Notion - Integrate APIs and automate business processes (VA payouts and payrolls, client management, team workflows) - Google Cloud (Compute Engine / Kubernetes Engine / BigQuery / CloudSQL / etc.) - Optimize websites for SEO and monitor performance analytics - Develop automation-driven solutions to save time and reduce manual errors - Manage website hosting, maintenance, and updates - Collaborate with team to align web design with business objectives - Digital Systems Strategy & Implementation - Data Analysis & Reporting for Web & Automation

As a dedicated Customer Success Associate, I serve as the primary point of contact for clients, ensuring they receive exceptional support and guidance. My role involves: - Providing enthusiastic and timely assistance to clients across multiple channels, including WhatsApp, email, support tickets, phone, and video conferencing. - Troubleshooting client issues and delivering clear, effective solutions while maintaining a client-centric approach. - Accurately documenting client interactions and insights to drive continuous improvement. - Managing customer cases end-to-end, ensuring efficient resolution and client satisfaction. - Configuring and optimizing dialers and CRM systems to meet client needs seamlessly. - Conducting personalized platform walkthroughs to help clients maximize their understanding and use of the platform's functionalities. - Developing comprehensive support documentation for new feature releases, empowering clients to navigate updates confidently. - Overseeing daily administrative responsibilities to ensure smooth operations and exceptional client experiences.

Ensure customer satisfaction by delivering exceptional service through various channels (email, chat, and social media ONLY) on INTERCOMs ticketing system; Collaborate with the product teams to resolve issues promptly and share valuable customer feedback; Assist students and tutors with lesson-related inquiries, including payment issues, scheduling lessons, and rescheduling missed sessions; Gather relevant data to resolve even more complex tickets; Familiarity with GenAI integration for efficient responses; Handled multiple tasks simultaneously as Preply has a fast-paced environment.

Ensure customer satisfaction by delivering exceptional service through email channel ONLY on Zoho Desk ticketing system; Collaborate with the product teams to resolve issues promptly and share valuable customer feedback; Assist users with the FlavorWiki Tasters App, login issues, payment issues, identifying fraudsters, validating product and conducting feedback on out of sale products; Gather relevant data to resolve even more complex tickets; Handled multiple tasks simultaneously.

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