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    Customer Experience Specialist - Cape Town, South Africa - DigiCert

    DigiCert
    DigiCert Cape Town, South Africa

    3 weeks ago

    DigiCert background
    Description

    ABOUT DIGICERT

    We are a major player in the security industry, known for disrupting our own sector. Our encryption technology is relied upon by the biggest names in e-commerce, leading global corporations, major cloud service providers, entire national financial systems, vast networks of IoT devices, and even in small, critical devices like implanted pacemakers. We specialize in fostering digital trust in the tangible world.

    POSITION SUMMARY

    We're currently seeking a Customer Experience Specialist (Spanish Speaker) to join our Validation team. As a Customer Experience Specialist, you will interact with both external clients and internal stakeholders through various communication channels. Your responsibilities will include executing DigiCert's validation procedures based on internal guidelines and analyzing validation data to assess compliance with set criteria.

    WHAT YOU WILL DO

    • Review and process incoming application forms, ensuring accuracy before submission to our technical department
    • Engage with customers and stakeholders via phone, live chat, video calls, and email
    • Conduct research on customer organizations and confirm contact information online
    • Identify and report trends in customer communications to management
    • Follow DigiCert's validation protocols as per internal directives
    • Analyze validation test results to determine system compliance or identify production issues
    • Collaborate with relevant departments for validation testing coordination
    • Acquire in-depth product knowledge and collect customer feedback for management review
    • Establish validation goals and standards in coordination with internal management
    • Create and manage databases to track validation activities, test outcomes, and validated systems
    • Handle incoming and outgoing correspondence efficiently

    WHAT YOU HAVE

    • Fluent in Spanish (written and verbal) and proficient in English (mandatory)
    • Minimum 1 year of experience in customer service or a related field (preferred)
    • Educational background in a relevant field (preferred)
    • Demonstrated expertise in risk assessment and management
    • Detail-oriented, quick learner, highly self-motivated, curious, and able to work autonomously
    • Strong written and verbal communication skills
    • Tools proficiency: Microsoft Office and other relevant software applications

    SOME DIGICERT BENEFITS

    • Provident Fund
    • Medical Aid + Gap Cover
    • Employee Assistance Program
    • Gym Reimbursement
    • Life Insurance
    • Disability Insurance
    • Sabbatical
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