As a Merchant Service Specialist within the contact center, you’ll play a pivotal role in delivering excellence in merchant services. Your responsibilities will encompass providing top-notch service to both internal and external stakeholders across all supported platforms. Adhering to company based time frames.
Responsibilities
- Provide exceptional customer service to all relevant stakeholder’s, paying attention to detail in terms of departmental quality standards.
- Resolve all queries logged via supported platforms within a timely/ efficient manner for both e-commerce and Level 1 POS related queries
- Provide authentic, courteous service at all times in line with company policies and procedures.
- Provide out of the box solutions to queries raised.
- Follow and execute support protocols in line with the business needs to the highest calibre.
- Proactively manage workload via all relevant company platforms.
- Proactively retain merchants via service excellence and authentic customer service methodology.
- Provide technical support where required (Previous fintech technical knowledge is beneficial)
- Collaborate with all internal and external stakeholders to resolve queries, facilitate solutions to enhance service delivery at every interaction.
- Demonstrate a keen interest to learn, understand and improve within the business.
- Highly developed sense of integrity and commitment to customer satisfaction and excellence.
- Have strong work ethic as well as be able to work within a dynamic, fast paced and highly adaptable team environment.
- Open to feedback, mentoring and coaching for the purpose of growth within the business.
- Ability to take accountability for tasks and complete everything that is required within a proficient manner.
- Maintain accurate records of customer interaction, issues and resolutions using our internal systems
- Collaborate with other team members and departments to resolve complex technical issues
- Stay updated on product features, enhancements and industry trends to provide informed support
- Conduct follow-up calls to ensure customer satisfaction and issue resolution
Qualifications
- Matric/equivalent thereof. Tertiary qualification advantageous
- 2 Years+ experience in a customer service environment dealing with e-commerce and POS related queries
- Ecommerce, Online Payments Process, POS and Technical experience is required
- Detail-oriented and puts a high value on accuracy
- Familiarity with various operating systems and network concepts
- Proficiency using support ticketing systems and CRM software
- Excellent interpersonal and communication skills
- Proficiency in both written and verbal communication
- Ability to work independently and as part of a team
- Strong problem-solving abilities and attention to detail
- Good organizational skills and the ability to multitask in a fast-paced environment
- Willingness to work shifts between the hours of 8am to 8pm, Monday to Saturday as well as public holidays where required.