Job Title: Customer Support Administrator

Department: Operations
Location: Cape Town

Role Overview

The Customer Support Administrator is responsible for coordinating the resolution of customer-service tickets. This role involves managing enquiries, coordinating with internal and external teams, maintaining records, and resolving customer issues/queries in a timely and professional manner.

Key Responsibilities include, but are not limited to:

• Promptly and professionally respond to customer enquiries via email, or telephone.
• Always ensure that the client queries are resolved within the specified service level.
• Constantly look for opportunities to improve our efficiency and effectiveness and propose changes to your supervisor.
• Build rapport with the customers that you support to aide in our customer retention strategy.
• Keep abreast of any new products or solutions within the EasyPay environment as well as changes to existing services so that you are able to respond appropriately to tickets.
• Take ownership of deliverables expected from you by making sure that they are delivered on or ahead of time, without the need to be reminded.
• Ensure that all logged tickets that fall within your allocated services/customers are assigned to you for action, within the specified SLA.
• Take ownership of tickets assigned to you by ensuring that you follow-up with any internal/external party that needs to provide feedback.
• Action of new store activations + deactivations and log change requests. Follow up that the store loads have been completed.
• Monitor and assign tickets logged by customers and ensure that timeous response is provided by constantly following up with the relevant internal or external resources.
• Attend weekly/monthly client meetings with the relevant CRM.
• Assimilate customer feedback and communicate it to the relevant teams for process improvement.
• Identify trends in customer tickets or complaints and escalate for root cause analysis.
• Be open to changes in tools for efficiency improvement.
• Maintain up-to-date Standard Operating Procedures (SOPs) related to the customers that you serve for the services that you support.
• Add relevant content to the team’s Frequently Asked Questions (FAQ) page on Confluence.
• Assist in onboarding and training new customer support team members relative to the customers and services that you support.
• Be prepared to back-up colleagues who are on planned or unplanned leave.

In order to be considered for the position, the following requirements must be met:

• Grade 12.
• Client service/helpdesk experience.
• Previous experience in the payment services industry would be advantageous.

Technical Competencies

• Computer literacy, Outlook and Excel.

Work Behaviours and Attitudes

• Customer-focused.
• High attention to detail.
• Results driven.
• Good organisational skills.
• Be able to multitask.
• Good time management and attendance.
• Ability to work under pressure and meet deadlines.
• Good communication skills to foster team collaboration and interpersonal relationships