A dynamic company that has spent the last two years developing leading technology, which will transform the mobile payments landscape in South Africa. The company brand is by essence brave, honest, slightly cheeky, innovative, customer-centric and transparent.

We are looking for a super-duper Customer Support Specialist who will live these values whilst being responsible for looking after the needs of all their customers by taking them on a ‘wow’ customer experience journey.


Key accountabilities

Your main objective will be:
To thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer and document interactions through contact-tracking within the CRM system.

You will be responsible for acting as a liaison between customers and the various internal ‘hubs’ assisting with complaints and any queries relating to but not limited to:
• orders, deliveries, cancellations, refunds, exchanges
• merchant accounts, billing, statements
• technical hardware, software and product queries

Key responsibilities:

1. Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly according to Service Level Agreements (SLAs)
2. Resolve customer complaints via phone, email, live chat and social media platforms
3. Apply training, scripts, processes and policies, maintaining a balance between company policy and customer benefit so that issues are handled in the best interests of both
4. Review applications submitted and assist customers with KYC and FICA requirements for successful on-boarding
5. Escalate any urgent queries or issues that require input from Senior Management
6. Compile weekly reports on call volumes and related statistics
7. Compile monthly reports on overall ‘state-of-our-customers’
8. Accurately capture and manage customer details and interactions on CRM system
9. Be proactive in suggesting any changes or improvements to scripting, sales or service procedures that will benefit the company and their customers.

Other duties when required:

1. Inform customer of deals, promotions and new products/services
2. Support Sales team during peak times when at capacity
3. Handle social media queries when social media specialist is unavailable
4. Maintain customer records
5. Attend training to expand on customer service knowledge, skills and standards


Knowledge, Skills and Experience:

• A minimum of 1 year’s customer service experience
• Ability to communicate clearly and professionally, both verbally and in writing
• Excellent negotiation and objection handling skills
• Must be fluent in English and one other South African language
• Good knowledge of social media platforms such as Facebook, Twitter, YouTube and Instagram
• Experience in using a CRM tool for managing customers. Knowledge of Zoho is advantageous.
• Proficient at Outlook, Word, Excel, PowerPoint and internet usage


Attributes
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrate a passion for excellence with respect to treating and caring for customers
• Be able to handle complaints and unpleasant customers and convert them to happy customers
• Strong decision-making and analytical abilities
• Strong detail orientation and communication/listening skills
• Willing to work a flexible schedule and occasional overtime when needed
• Driven team-player, motivated to take responsibility and ensure successful outcomes
• Must enjoy working in a high pressure, dynamic environment

Details
• R8000 basic, with potential to earn commission
• Must be able to do shift work during the week and on weekends
• Start date: ASAP