From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.  

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.  

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future. 

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office. 

Position:

The Client Support Operations Specialist will facilitate operational needs of the department, concentrating on systems and processes that impact our ability to support our clients. This will initially involve working with existing processes, managing shared email boxes, systems administration for onboarding and offboarding tasks, creating process documentation, and monitoring callboard activity.

Long term goals will include conducting and maintaining recurring systems audits, providing secondary administration of the telecommunications software and collaborating on the development of new automated processes for the operations team. This is an excellent opportunity for an individual seeking to join an expanding team and contribute to the refinement and re-imagining of processes that will become the foundation for the future. The ideal candidate will possess a natural curiosity, love problem solving and thrive in an ever-evolving environment.

Responsibilities:

Managing the shared team email box including routing emails to their proper respondent, responding to general inquiries, and actioning requests according to existing processes

Complete onboarding and offboarding tasks, ensuring proper recording of status completion and other necessary information

Collaborate with team members or employees as needed to create process documentation for Operations Team tasks

Monitor callboard for adherence to service level agreements, including escalation to leadership where necessary

Requirements:

Minimum 2-3 years of Customer Service experience in a contact center, preferably within a software support role

OR

Minimum 1+ year experience leading a Customer Service team in a contact center, preferably with a software support focus

Demonstrated ability to prioritize tasks with competing urgencies

Proactive and self-directed work style

Intermediate competency with Outlook, MS Teams, Excel, Office 365

Excellent communication skills

Extraordinary organizational skills, with adherence to strict deadlines

Smartsheet, Amazon AWS Connect, VBA, Power BI, and Looker Studio experience a plus

We’re obsessed with making this the best job you’ve ever had! 

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: 

We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group 

Have confidence in your health with our offered Medical Aid Scheme.  

Invest in our competitive Personal Pension plan and help set you up for your future. 

Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).  

Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

Further your professional development with our Tuition Reimbursement Schemes  

Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! 

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.  

Amazing growth takes amazing employees. Are you up to the challenge? 

We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you! 

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. 

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.