Customer Support Specialist

Intuji is a global customer experience transformation partner with a purpose and passion for enabling intuitive customer experiences globally.

We all work together to become a leading global authority in customer experience, significantly expanding our team and global presence, achieving substantial revenue growth and profitability, and fostering collaborative partnerships that drive mutual success.

We specialise in helping B2B companies increase profitability and scale by utilising strategy, data, commerce, and technology to create intuitive customer experiences. If you want to belong to a team that does that well every day, Intuji is a great fit for you.

Our clients are manufacturers, wholesale and distribution companies and industrial service providers. If you have experience working with this type of client – or want that experience – this role will be a great fit.

You will love it here if you:

Think Like a Customer
You prioritise customer needs and see everything from their perspective. You’re empathetic and always looking for ways to enhance the customer experience.
Do Whatever It Takes
You pursue excellence relentlessly, focusing on solutions rather than excuses. You’re willing to go the extra mile and do whatever is needed to achieve high-quality results.
Proactively Find the Right Solutions
You take initiative, solve problems independently, and go beyond assigned tasks. You’re resourceful and don’t need to be micromanaged to get things done.
Are Always Learning
You embrace challenges, seek growth opportunities, and continuously expand your skills. You’re curious, open to change, and quick to learn from both successes and failures.
Look Out for Others
You collaborate effectively, support colleagues, and prioritise team success. You’re dependable, empathetic, and always ready to lend a hand to your teammates.

You won’t like it here if you:

Are Just Looking For A “Job”
You see this as nothing more than a paycheck. You have no real interest in Intuji’s mission or values, and you’re not invested in making a meaningful contribution to that.
Have No Initiative Or Drive
You wait to be told what to do and rarely take action on your own. You’re content with doing the bare minimum and have no desire to go above and beyond in your role. You’re happy to settle for low standards.
Don’t Understand The Value Of Time
You’re often late, miss deadlines, and waste time on unimportant tasks. You don’t prioritise effectively and fail to manage your time in a way that maximises productivity.
Don’t Learn Quickly
You struggle to adapt to new situations and resist change. You’re not interested in personal growth or skill development, and you repeat the same mistakes without learning from them.
Only Look Out for Yourself
You’re not a team player, so prioritise your own interests above those of the team. You don’t understand that “a rising tide lifts all boats”. You’re unwilling to help colleagues, avoid collaboration, and don’t contribute to a positive team environment.

What makes Intuji unique is:

Growth By Sharing® (GBS)
This is our whole-company bonus program that rewards team members for contributing to the company’s financial success. When we exceed our EBITDA targets, you directly benefit from the company’s success.
Entrepreneurial Operating System® (EOS)We operate using the Entrepreneurial Operating System (EOS), a comprehensive business management system that helps us stay focused, disciplined, and accountable. EOS ensures we’re always aligned with our core values and moving efficiently towards our goals.
The 4DCX Framework®
Our proprietary four-phase approach (Discover, Design, Develop, Dominate) guides how we create intuitive customer experiences. This structured yet flexible methodology allows us to consistently deliver high-quality solutions across various industries.
Creating Tomorrow®
This philosophy drives our commitment to building outstanding customer experiences while also championing sustainable initiatives. It reflects our dedication to making a positive impact and shaping a better future for our clients, team members, and society at large.

Here’s how we ensure candidates are the right fit for roles:

We use the GWC (Gets it, Wants it, Capacity to do it) framework.

Gets it: Does the person understand the role and its requirements?
Wants it: Is the person motivated to take on this role?
Capacity: Does the person have the skills and time to perform the role effectively?

You’ll love coming to work every day if you get, want, and have the capacity to do:

Handle Customer Ticket: Oversee the management and resolution of customer tickets, ensuring timely and accurate handling of all inquiries and issues.
Handle Email/Phone Enquiries: Handle customer email enquiries and phone calls.
Collaboration: Collaborate with team members to gather necessary information and comprehensively solve customers’ issues and queries. Follow up with the team in a timely manner to complete tasks and resolve issues. Occasional follow-ups with clients may also be required to gather the necessary information to keep the tasks moving and resolve issues.
Communication: Ensure consistent and professional communication with clients throughout the ticket resolution.
Relationship Building: Build and maintain positive relationships with customers and aim to increase customer satisfaction and loyalty.
Provide Regular Updates: Keep clients informed on the status of their tickets, providing timely and clear updates until resolution.
Quality Assurance: Ensure a high level of service quality by following company policies and procedures.
Issue Resolution: Monitor the progress of tickets, ensuring they are resolved efficiently and effectively.
Learn and Adapt: Be willing to learn new skills and adapt to changing processes and technologies.
Client Support Hours and Billing: Monitor the client’s support usage sheet and update them when they run low on pre-purchased support hours.
Plugins and CMS: Work with engineers to ensure monthly updates of plugins, CMS, and web form testing of clients’ websites for those on maintenance plans.
Upsell Web Maintainance Plans: Review potential opportunities from the delivered projects and identify opportunities to upsell best-suited maintenance plans to clients as required to have their website/product covered for support.
Handle Leads and Initial Sales Enquiries: Handle initial sales inquiries and calls, gathering relevant information to pass on to the sales team for further action.
Handle Mini Projects: Liaise between clients and the team, ensuring smooth project scoping and completion. This may include managing smaller-sized sales deals and projects as needed.
Documentation: Document customer interactions and solutions provided. Report common issues and customer concerns to improve products and services.

You’ll have success here if you value clear processes and feel qualified to do the following things:

A long-term role and growth with the company.
Exceptional organisational and time-management skills, with a proven ability to manage multiple tasks efficiently.
Strong communication skills, fluency in English, and the ability to interact effectively with all levels of the organisation and external partners are required.
A proactive approach to problem-solving and a commitment to continuous learning and improvement.
Ability to work independently and as part of a team.
Proficiency in using customer support software and tools is a plus.
Previous experience in the same role is required.
Previous proven experience in the IT Services and IT Consulting industry is required.

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers each week:

Customer Satisfaction Score (CSAT): 100% of customers are satisfied with the support received.
Net Promoter Score (NPS): Customer loyalty and likelihood to recommend the company.
First Contact Resolution Rate: 50% of issues are resolved in the first interaction.
First Response Time: Minimum time taken to respond to a customer’s initial query.
Internal Communication: Facilitate smooth communication between the stakeholders with a 95% satisfaction rate (feedback-based).
Documentation Quality: Ensure all task-related documents are error-free and submitted on time.

You’ll be recognised and rewarded if you want to come to work, learn, and hit those numbers.

Intuji runs purely on EOS®. That means as a member of this team, you will have a leader who: