Customer Experience Specialist (Mandarin or Hebrew Speaker)

About this role

<div class="content-intro"><p style="line-height: 1.4;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Who we are</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at <a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p style="line-height: 1.4;"><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Job summary</span></strong></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">We are in the market for a Customer Experience Specialist with professional working proficiency in Mandarin or Hebrew to join our team in Cape Town.</span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">As Customer Experience Specialist (Mandarin or Hebrew Speaker) you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.</span></p> <p style="line-height: 1.4;"> </p> <p style="line-height: 1.4;"><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">What you will do</span></strong></p> <ul> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Review incoming application forms, validate and submit to DigiCert's technical department</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Engage with external customers and internal stakeholders via phone, live chat, video calls and email</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Research customer organizations and verify contact details online</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify, document and alert managers of customer-call trends</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Execute DigiCert's validation process according to our internal documentation</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Coordinate the implementation or scheduling of validation testing with affected departments and team members</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Learn product features and gather customer requirements to confer with management</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Determine validation objectives and standards with internal managers</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Create, populate, or maintain databases for tracking validation activities, test results, or validated systems</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Process incoming and outgoing mail</span></li> </ul> <p style="line-height: 1.4;"> </p> <p style="line-height: 1.4;"><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">What you will have</span></strong></p> <ul> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Professional working proficiency in Mandarin or Hebrew & English (essential)</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1+ years' experience in a customer service or similar role</span></li> <li style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Tertiary qualification (advantageous) </span></li> <li style="line-height:…